Associate Cloud Support Engineer

Do you ever wonder what happens inside the cloud?

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

We are looking for a Cloud Support Engineer for our GPU product with expertise in cloud infrastructure to support the acquisition, growth, and retention of our high-value customers, focusing on the exciting and cutting-edge space of Artificial Intelligence / Machine Learning, while also being the first point of technical escalation from our Support Team. 

Our support team offers some of the best customer and technical support in our field, and we’re looking for smart, empathetic, and motivated individuals to grow with us.  Working directly with our AI/ML teams, the Cloud Support Engineer will be the technical subject matter expert advising on best practices and guiding customers to the optimal solution to meet their business objectives. The Cloud Support Engineer will work closely with other functions within Paperspace & DigitalOcean such as Product, Engineering, and Operations to ensure the company is meeting the needs and insights of our AI/ML customers. Technical depth, excellent communication skills, and a self-starter mentality are needed.

Day to day, we expect this role to be speaking with our High-Value customers around the world, highlighting Digital Ocean’s AI platform and taking a hands-on approach if needed to onboard and support customers, being a conduit to the engineering team to convey the needs of our AI/ML customers, and working on Professional Services contracts to build out AI/ML solutions from scratch.  We also expect this role to be the first point of escalation for the Support Team to solve complex technical issues.  

What You Will Be Doing: 

• Develop deep expertise on the Paperspace/Digital Ocean product portfolio and the evolving Cloud landscape with a key focus on our AI/ML offerings
• Liaise with support and engineering teams to ensure customer escalations and obstacles to growth are resolved in a timely fashion
• Work directly with Customer Success to ensure the expansion and retention of businesses as they build on top of our cloud 
• Drive adoption from high-value customers as a key part of the business expansion process through technical consultation on multiple channels (e.g. video calls, email, Slack)
• Build out full AI/ML solutions for customers who work with DO’s professional services offering
• Diagram and plan infrastructure architecture to support specific use cases, and comfortably explain in detail
• Working both collaboratively and independently within a team setting (we love Slack!)
• Conduct demonstrations to clients clearly articulating DigitalOcean product benefits and functionality
• Contribute to internal and external technical documentation
• Provide technical training to enable our teams and our partners
• Identify and communicate process improvement suggestions, drive technical best practices within the organization, and communicate customer feedback and trends into the product lifecycle process
• Work both independently and collaboratively with a Global team of highly talented Solutions Engineers
• Partner with Engineering to identify, track, and resolve bugs
• Contribute to external Help Center and internal Knowledge Base and add to the documentation
• Triaging, escalating, prioritizing, and following up with incidents or customer-impacting events
• Making informed decisions to solve issues that balance the needs of customers and the company
• Sharing best practices, and knowledge and improving your team while seeking the same in return. 

What We'll Expect From You:

• Strong troubleshooting skills
• Deep Knowledge of Bare Metal and Virtualized environments
• Experience working in a pre-sales / Technical Support/Consultant role preferably in a SaaS/startup with a passion for customer experience
• Highly empathetic team members who are great at communicating complex information in a digestible format to Support Specialists and customers at all knowledge levels
• Deep knowledge of Linux and distributed systems ie:
• Tools like ssh, scp, rcopy, df, systemctl, journalctl, dmesg, nvidia-smi, strace, dtrace
• Understand package configuration, versioning and update process on Linux
• Understand linux networking stack configuration for server and desktop versions of Linux
• Understand the basics of setting up and using NFS clients and servers
• Debug and configure python and python-based ML tools.
• Update and verify Nvidia & AMD device drivers
• Use docker-ce and container tools as a user.
• Proven professional experience with cloud infrastructure experience, or equivalent education
• Deep Knowledge of Networking Concepts and troubleshooting - TCP/IP, computer networking, routing, and switching
• Deep understanding and experience of a variety of AI/ML solutions from computer vision to LLMs, to speech-to-text
• Ability to take an AI/ML idea from model development, to testing, to deployment, to monitoring and managing
• Familiarity with data-parallel and model parallel techniques, such as Tensorflow Distributed, DDP, Distributed Pytorch.
• Programming/development experience
• Knowledge of provisioning and deployment strategies and tools
• Track record of developing successful technical solutions to business problems for clients
• Ability to balance the demands of multiple stakeholders, define priorities, and set appropriate expectations
• Passionate about technology and open-source projects
• Quickly learn DigitalOcean systems and adapt to rapid changes
• Highly motivated with a self-starter mentality

Extra Credit: 

• Cloud certifications are highly desired
• Programming/Scripting: Ruby, Python, Go, Bash
• Source Code: Git
• Automation: Terraform, Ansible, Chef, Puppet, Saltstack
• Virtualization: KVM, Xen
• Databases: MongoDB, MySQL, Redis, PostgreSQL
• Open Source: CoreOS, Docker, Kubernetes, Vagrant
• DigitalOcean/Paperspace: API, libraries, services

Why You’ll Like Working for DigitalOcean:

• We reward our employees. The salary range for this position is based on relevant years of experience and skills. Employees may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees including grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.