DigitalOcean · 1 day ago

Team Lead, Cloud Support

Boston, MA

Full-time

Remote

Senior Level, Lead/Staff

$80K/yr - $100K/yr

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Cloud ComputingDevOps

Growth Opportunities

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Responsibilities

Manage daily workload, ensuring proper distribution and team performance to achieve SLA goals.

Maintain up-to-date expertise on the company, platform, and product portfolio.

Troubleshoot application and product issues.

Serve as a point of escalation for customers and team members.

Advocate for customer requirements within DigitalOcean.

Respond to technical and product questions from customers via tickets, emails, or phone calls.

Work collaboratively and independently within a team setting, with a strong preference for communication.

Coach and mentor the team for continuous improvement in achieving team and individual goals.

Provide leadership with visibility regarding daily and monthly team performance, products, and processes.

Track, analyze, and report key qualitative metrics within the organization.

Collaborate with other teams and departments to enhance the customer experience as needed.

Review customer feedback, such as CSAT and NPS, and address it accordingly.

Actively identify and implement opportunities for process improvement and productivity enhancement through the execution of various projects.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Cloud technologyLinux systemsTechnical troubleshootingCustomer Success experienceAnalytical skillsTeam leadershipCommunication skills

Required

Extensive experience with cloud technology and Linux systems.

A passion for technology and customer support.

Strong alignment with our brand and team culture.

Excellent analytical skills and ability to recognize patterns.

Previous experience in Customer Success or Solutions Architecture roles.

Exceptional communication skills, with the ability to explain technical concepts clearly and concisely.

A strong desire to maximize team potential, with the ability to balance multiple demands, set priorities, and manage expectations effectively.

Prior knowledge of DigitalOcean or other cloud infrastructure is beneficial.