Team Lead, Cloud Support

Do you ever wonder what happens inside the cloud?

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

As a CoreSupport Team Lead, you will work closely with customers and the team, being responsible for delivering outstanding customer support. You will also communicate company and departmental goals and deadlines to the team. Additionally, you will support the Team Manager in managing the day-to-day operations within the CoreSupport team.

The role necessitates an intimate knowledge of the product's features and capabilities, along with the ability to effectively troubleshoot problems. 

What You Will Be Doing:

The Team Lead will be responsible for a variety of tasks, including but not limited to the following:

As an Individual Contributor - 

• Prior knowledge of DigitalOcean or other cloud infrastructure is beneficial.
• 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. 

As a Leader - 

• 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.

What We'll Expect From You:

• 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.

Why You’ll Like Working for DigitalOcean:

• We are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing 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 your overall well-being, from one-time work from home stipend to wellness allowance 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 between $67,100 - $83,900 based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to