Sr. Cloud Support Engineer-Database
Position Overview
We are looking for a Cloud Support Engineer - Database who is passionate about cloud infrastructure, database technologies, and delivering exceptional customer experiences, while providing high-touch, white-glove support to strategic accounts.
As a Cloud Support Engineer (IC2) at DigitalOcean, you will join a dynamic team dedicated to supporting and empowering customers to successfully run their workloads on our platform. You will work closely with customers to troubleshoot issues, optimize database performance, and guide them in adopting best practices across managed databases and cloud infrastructure.
In this role, you will build strong technical depth across database systems and DigitalOcean products while developing your ability to handle increasingly complex customer scenarios. You will collaborate cross-functionally with Product and Engineering to ensure seamless customer outcomes. This role reports to the Manager, Cloud Support Engineer.
What You'll Do
- Deliver hands-on technical support for database and cloud infrastructure issues across technologies such as MySQL, PostgreSQL, Valkey (Redis), MongoDB and Clickhouse, with exposure to cloud-native and Kubernetes environments.
- Diagnose and resolve production issues impacting database performance, availability, replication, backups, and connectivity
- Guide customers in designing scalable, reliable, and high-performing database architectures on DigitalOcean
- Collaborate with senior engineers (IC3/IC4) and stakeholders to support onboarding, migrations, customer success, and the resolution of complex escalations.
- Participate in incident response and on-call rotations to support critical customer issues
- Contribute to team growth through case reviews and knowledge sharing, while developing and maintaining technical documentation and playbooks to drive continuous improvement.
- Advocate for customer feedback to influence product improvements and platform enhancements
- Identify opportunities to leverage automation and AI tools to streamline support workflows, reduce manual effort, and improve response quality.
- Use monitoring and observability tools to diagnose performance bottlenecks and system behavior.
Key Metrics
- Customer Satisfaction (CSAT)
- Time to Resolution / SLA adherence
- Escalation quality and resolution effectiveness
- Documentation and knowledge base contributions
- Customer adoption of best practices
What You'll Add to DigitalOcean
- 2-5 years of experience in technical support, DevOps, cloud engineering, or similar roles
- Hands-on experience with some of the major database systems (e.g., PostgreSQL, MySQL, Redis, MongoDB, Clickhouse), with some familiarity across Kafka and others.
- Strong Foundational knowledge of Linux, networking, and cloud infrastructure concepts
- Understanding of database fundamentals including backups, replication, indexing, and performance tuning
- Strong troubleshooting skills across application, database, and infrastructure layers
- Customer-first mindset with a passion for solving technical problems and delivering great support experiences
- Effective communication skills with the ability to explain technical concepts clearly
- Ability to work both independently and collaboratively in a fast-paced environment
Preferred Qualification:
- Proven experience contributing to open-source projects, particularly in the database ecosystem (e.g., MySQL, PostgreSQL, Redis, MongoDB) or related technologies like Kafka, OpenSearch, or database migration tools.
- Exposure to cloud platforms (e.g., AWS, Azure, Google Cloud) and experience with multi-cloud or hybrid cloud environments.
- Basic Experience to distributed systems or containerized environments (e.g., Kubernetes)
- Hands-on experience with Infrastructure-as-Code tools such as Terraform, Helm, or Ansible.
- Contributions to open-source projects, technical blogs, or documentation related to databases or cloud-native technologies
- At least one of the Database Certifications, such as Oracle Certified Professional or Databases Administrator
- Exposure to one or more programming languages (PHP, Python, NodeJS) or a strong interest in developing coding skills.
This is a hybrid role based out of Bengaluru, India.
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