Manager, Customer Support at DigitalOcean

| 3001 | Remote
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Do you ever wonder 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 1st shift, 8am-5pm EST, team remotely. As a Technical Support Manager – you will have the responsibility for managing a highly skilled team supporting all of DO’s products. 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, Debian, Ubuntu, Django etc
    • Networking and Storage
    • Programming/Scripting: Ruby, Python, Go, Bash
    • Virtualization: KVM, Xen
  • Working knowledge of cloud compliance regulations, basic security practices
  • Working knowledge of DevOps: CoreOS, Docker/Containers, Ansible, Terraform, Kubernetes, a 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 and Cambridge,  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.

For all CO residents, please click here  

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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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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
DigitalOcean's team fitness initiatives include In-office yoga.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
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.
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted once per week in the warmer months.
Relocation Assistance
Fitness Subsidies
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
Diversity Program
Lunch and learns
DigitalOcean hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Customized development tracks
Paid industry certifications
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