Manager, Customer Support Job Vacancy in DigitalOcean Bengaluru, Karnataka – Updated today
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Full Details :
Company Name : DigitalOcean
Location : Bengaluru, Karnataka
Position :
Job Description : Have you ever wondered what happens inside the cloud?
Headquartered in New York but based around the world, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for every developer. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by most.
We want people who are passionate about fine-tuning the performance and accelerating the personal development of their team members.
We are looking for a passionate Manager to lead our 3rd shift, 12am-8am EST (10:30am-6:30pm IST). As a Technical Support Manager – you will have the responsibility for managing a highly skilled team supporting Kubernetes, Managed Databases, Serverless, and App platform. You will work closely with the Senior Management, Engineering, Product, Sales, and Product Marketing teams to ensure that DO is delivering overall superior service to its customers. Reporting to the Director of Developer Support, this person will have strong opinions about the direction and performance of the team, demonstrate a deep understanding of DO (customers, policies, and procedures), desire to help others reach their full potential, and feel responsible for the efforts of their team. They will learn to invest their skills, energy, and focus on developing and maintaining a shift that is founded on authenticity, love, transparency, efficiency, accountability, collaboration, empowerment, and fun!
What You’ll Be Doing:
Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
Place the customer experience at the forefront of their work
Support Incident Management efforts, including internal and external communications, Executive summaries, issue verification, cross-functional collaborations
Manage & triage the queue to reduce wait times & optimize customer experience
Schedule appropriate coverage for support duties and alert leadership to conflicts and gaps
Coaching & Development for all the IC’s reporting; scheduling 1:1’s, providing feedback/ QA, discussing Individual Development Plans (IDP’s) and training and assessment needs
Assisting the recruiting team in new hires and backfills for the Support Team; conducting Debriefs, Interview Kits, Job Descriptions and new Hire Onboarding (ACS/SF JIRA)
Monitoring and approving PTO’s and expenses for their direct reports
Act as first-point-of-contact for escalations to leadership
Ensure escalations on shift are routed, prioritized, alerted, and resolved properly
Provide weekly feedback to direct reports on productivity & QA
Understand the obstacles, setbacks, triumphs, & motivations of shift members
Own handoffs between shifts on both an individual & leadership level
Advocate for the perspective of direct reports on their shift to leadership
Advocate for the perspective of leadership to their direct reports
Technical Skills:
Working knowledge in:
Linux, Ubuntu, CentOS etc
Kubernetes and Containerization
Databases: MySQL, Mongo, Postgres
Application deployment: CICD, Serverless, Builds
Working knowledge of cloud compliance regulations, basic security practices
Working knowledge of Serverless is a plusa plus
What You’ll Add to DigitalOcean:
Ability to motivate shift members to reach their potential
Attention to detail in relation to what happens during the shift
Ability to find the answer, even if you don’t know it (JIRA, escalation, outreach to other teams, etc)
Ability to accomplish the tasks that are asked of direct reports on the shift
Effective delegation of tasks, roles, and project work
Ability to de-escalated complex and difficult escalations
A reputation for holding shift members to a high-performance standard
Solid analytical skills & the ability to work with metrics, numbers, & trends
Ability to build relationships with a wide range of stakeholders at all levels
Ability to transition between hands-on & tactical to complex & strategic work with ease
Ability to corral a conversation with multiple voices into a productive & brief discussion without leaving anyone feeling marginalized
Problem-solving skills that can unite people in a genuine & authentic way to work together & drive solutions & successful outcomes
Why You’ll Like Working for DigitalOcean:
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 ourselves to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship, LinkedIn Learning tracks, and other internal programs. We also provide all employees with reimbursement for relevant conferences, training, and education.
We care about your physical, financial and mental well-being. We offer a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
We support our remote employee experience. While we have great office spaces in NYC, Cambridge, Palo Alto and Bangalore, we’re very distributed—we use a number of communication tools to connect across the company—and all remote employees have the opportunity to visit our offices and meet their teams face-to-face at team offsites. We also have an annual company offsite, Shark Week, to get quality in-person time with the entire company at least once a year.
We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
This is a remote role
#LI-Remote
Department: Customer Support #LI-Remote
Want to learn more about our Customer Support team? Click here!
Want an inside look into life at DO? Click here to hear from our employees!
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