Senior Cloud Support Engineer - Managed Hosting

Cloudways - A DigitalOcean.Com Company is hiring for people who wish to grow in a dynamic Technical Support environment. Our ideal candidate is a customer focused individual that leverages his/her technical expertise for giving best support that benefits our users. Above all, we need individuals who are enthusiastic about working in a fast-paced, highly dynamic, and rewarding cross-functional setting.

• Provide best support and solutions to our Customers through tickets, chat, emails, Premium Slack, phone.
• A desire to help customers, and a strong sense of empathy for their needs.
• Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts, including nights, weekends, public holidays.
• Be able to cater complex queries on chats/tickets and provide support to juniors with the rest of chats/tickets.
• Be able to cater complex cloudways infrastructure issues and escalate them in a timely manner to Team leads if necessary.
• Go through the chats & tickets on a weekly basis and check for the repeated issues which can be suggested as incremental improvements to devops and present them to Team Leads.
• Be able to automate any procedure with the current operations that can save team time.
• Monitor and react to different abuse reports (Slack and emails, etc.) in close coordination with crossfunctional teams.
• Help junior team members with reaction to Alerts where needed on monitoring frameworks. (slack, sensu and zabbix)
• Proficient in diagnosing and troubleshooting technical issues through live chat is PLUS

• BS/BE in Computer Science/Engineering or related field having 4-5 years of relevant work experience.
• Sound concepts and knowledge of programming (PHP knowledge, and preferably intermediate knowledge of some other languages like Javascript, HTML, CSS, Bash and Python knowledge would be a plus.)
• Strong-Advanced knowledge of Linux operating environments (Debian, Ubuntu, Centos) and different web technologies (apache, nginx, varnish, memcache, mysql, apc, php-fpm, etc).
• Advanced skill level in system performance troubleshooting.
• Knowledge of different services ((GIT, SMTP, DNS, OpenVPN, postfix, crons, SSL, Sensu)
• Analysis of logs (sys, stack).
• Debugging of open source application related issues.
• Ability to cope up with new / unknown technical issues. Initiative in tackling new problems with an imaginative approach
• Strong knowledge of web applications migration process (unknown issues, CMS migration, troubleshooting, perfection, Cpanel & other hostings knowledge, advance cli commands to pull data)
• Working experience in PHP based Open Source web applications (Preferably: WordPress, Drupal, Magento etc).
• Good experience with MySQL.
• Good knowledge of monitoring tools like Opsgenie and Sensu etc.
• Possess excellent analytical and decision making skills.
• Should be an independent player who would be able to work independently on shifts.
• Strong verbal and written communication skills are necessary due to the dynamic nature of collaborations with customers.
• Strong understanding of systems and troubleshooting techniques.
• Should be process oriented and Proactive.
• Strong interpersonal and teaming skills - ability to set and enforce processes.
• Ability to operate in an Agile and Kanban environment.
• Good knowledge of cloud infrastructure environments (like AWS, GCE etc.).
• Experience in 24x7 production operations, preferably supporting a highly available environment for PaaS/cloud service providers.
• Good mentorship skills.

• We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You 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 equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This job is located in Hyderabad, India

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