Senior Developer Support Engineer: Databases

| Greater NYC Area | Hybrid
Sorry, this job was removed at 12:18 p.m. (EST) on Friday, May 17, 2019
Find out who's hiring in Greater NYC Area.
See all Developer + Engineer jobs in Greater NYC Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Have you ever wondered what happens inside the cloud?

Based in New York, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers, teams, and businesses around the world. We believe that today’s entrepreneurs are changing the world through software. Our mission is to empower these entrepreneurs by bringing modern app development within reach for any developer, anywhere in the world.

We want people who are passionate about helping customers scale their databases and database-driven applications, and who have specific knowledge of high-availability best practices.

As a Senior Developer Support Engineer focused on Database as a Service (DBaaS) your role is to help customers get the most out of their cloud experience and educate them to a deeper level of technical knowledge.

This is a challenging and rewarding role that enables you to exhibit your deep technical experience in a customer-centric environment. As a small team of about 25, we support 500,000+ customers who utilize 10+ data centers and 10,000+ hypervisors every day. This requires creative problem-solving techniques, deep technical knowledge for Linux and DBaaS, and empathy for users who are facing technical challenges. Ultimately, you will be a trusted partner to our customers who will rely on you to provide timely and accurate solutions to their technical problems.

Our support is a critical component of our service and offering. Our mission is directed towards enhancing our products and not limited to providing resolution for our customers. We believe in customer empowerment and self-enablement; hence this opportunity brings out your best to expand our knowledge base and provide great experience to our customers. We achieve this by segregating our support into four major verticals - Compute, Network, Storage and Developer Experience. As the voice of the customer, you have the opportunity to influence product decisions while helping to build the next great cloud company!

This role will be focused on providing an exceptional support experience for users who are taking advantage of our DBaaS product.

What You’ll Be Doing:

  • Troubleshoot a wide range of technical issues ranging from initial configuration and deployment to scaling, with an emphasis on helping our customers get the most out of DigitalOcean DBaaS.
  • Creating documentation and training the rest of the DigitalOcean support team on DBaaS with a focus on best practices
  • Collaborate with our Product Documentation team to improve public facing documentation for DigitalOcean DBaaS
  • Contribute to the Product Roadmap for DigitalOcean DBaaS through customer advocacy
  • Contribute to our community through our Community and Editorial teams as they build out tutorials and how-to guides that our customers can use
  • Build and/or recommend tooling that will help our teams to more effectively troubleshoot and resolve common customer questions on DBaaS
  • Provide one-on-one consultation with customers
  • Respond to escalations generated by our customers in a timely manner that accurately addresses and resolves the problem
  • Quickly learn DigitalOcean systems and adapt to rapid changes which are dependent on priorities and alignment to our support objectives
  • Work both collaboratively and independently within a team setting (we love Slack!)
  • Identify and communicate process improvement suggestions
  • Execute incident management and escalation procedures
  • Collaborate with other teams and departments to improve the customer experience
  • Complete projects at the direction of Support Leadership

What We’ll Expect From You:

  • Experience working with and supporting multiple database and memory store softwares (i.e. Postgres, MySQL, Redis)
  • Experience scaling database-driven applications including knowledge of high-availability and failover
  • Excellent verbal and written communication skills
  • Passionate about technology and customer support
  • Strongly identify with our brand and team culture
  • Strong analytical skills and pattern recognition
  • Prior experience in similar environments
  • Programming and/or Scripting experience in one or more core languages: Ruby, Python, Go, Bash, PHP, etc

Why You’ll Like Working for DigitalOcean:

  • We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.
  • We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development. You’ll need to be great to get hired here and we promise you’ll get even better.
  • We care about you. We offer competitive health, dental, and vision benefits for employees and their dependents, a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
  • We invest in your future. We offer competitive compensation and a 401k plan with up to a 4% employer match. We also provide all employees with Kindles and reimbursement for relevant conferences, training, and education.
  • We want you to love where you work. We have great office spaces located in the heart of SoHo NYC and Cambridge and offer daily catered lunches to keep your hunger at bay. We’re also very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to onboard in-office and take an all-expenses paid trip to our annual company offsite, Shark Week, to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in office.
  • 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.

Department: Customer Support

Want to learn more about our Customer Support team? Clickhere!

Want an inside look into life at DO? Clickhere to hear from our employees!

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • CLanguages
    • RLanguages
    • F#Languages
    • jQuery UILibraries
    • ReactLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ConsulDatabases
    • ZKDatabases
    • Google AnalyticsAnalytics
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • MailChimpEmail
    • MarketoLead Gen

Location

Easy to access for employees both in and outside of NYC, our HQ is located in the heart of trendy SoHo.

An Insider's view of DigitalOcean

What are some social events your company does?

We host an annual Shark Week where the entire company comes together for a week of learning, team time, opportunities to network cross-functionally, social activities, and more. We also host internal Hackathons (or Shark-a-hacks, as we call them) twice a year along with an annual Shark Day!

Olivia

Senior Manager, People Operations & Analytics

What projects are you most excited about?

I'm really excited about our Managed Databases and App Platform offerings. Getting started on a new project can be hard, let alone the overhead of setting up infrastructure. With our App Platform and Managed Databases, developers can focus their attention on writing code.

Greg

Engineer II

What makes someone successful on your team?

Success on my team is fueled by my team’s mutual respect and trust. My team has given me all of the necessary tools needed to get the job done and I am trusted to contribute to company projects that will transform the business. It is invaluable to be surrounded by a team that is just as committed to my success as I am!

Melonie

People Operations Associate

What is your vision for the company?

DO is in a unique position as the entry point to the internet for 500,000 customers today, and with the potential to reach many millions more over time. We have an incredible opportunity to help the world's developers and entrepreneurs test their ideas, build their business and realize their dreams.

Yancey

CEO

What unique initiatives do you have that encourage innovation?

DigitalOcean sources meetups, conferences, projects, non-profit organizations, student-run hackathons, and individual developers who create useful content. The ethos here is community driven, and based on love, so we go out of our way to support developers and entrepreneurs who are creating meaningful technologies and businesses.

Daniel

Senior Developer Relations Manager

What are DigitalOcean Perks + Benefits

DigitalOcean Benefits Overview

DigitalOcean benefits offerings vary by region. You can expect to enjoy things like:
- Full Health Coverage: Fully paid health benefits for all our employees.
- Commuter Benefits: Local employees receive a monthly metrocard or equivalent reimbursement for remotees
- 401k Plan: It's never too early to start saving. DigitalOcean matches up to 4% of every employee's salary
- Education Support: All employees receive reimbursement for conferences, training or education
- Fitness &. Wellness Stipend: $100 per month to support your physical & mental health
- Internet & Phone Stipend: $200 per month to help support your WFH setup
- WFH Stipend: Ensure our employees are as comfortable as possible WFH!
- Monthly snack & coffee home deliveries
- Custom Workstations: Mac? PC? Linux? We’ll hook up your rig with your preferred equipment
- Flexible Vacation Time: Take the time you need to live a balanced and fulfilling personal life
- Headphones: Up to $100 for headphones of your choosing
- Teambuilding & Social Events: Hackathons, Shark Week (our annual company retreat), team offsites, anniversary parties and more

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Diversity employee resource groups
We launched our first 4 ERGs in June 2021
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
DigitalOcean's team fitness initiatives include In-office yoga.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
DigitalOcean gives employees unlimited PTO
Paid holidays
Paid sick days
Employees receive unlimited days of paid sick leave.
Office Perks
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Happy hours are hosted once per week in the warmer months.
Relocation assistance
Fitness stipend
DigitalOcean reimburses its employees up to $100 per month for fitness services and activities
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
DigitalOcean hosts lunch and learn meetings weekly.
Promote from within
Mentorship program
Continuing education stipend
Customized development tracks
Paid industry certifications

More Jobs at DigitalOcean

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about DigitalOceanFind similar jobs like this