Manager, Developer Support

| Greater Boston Area

Do you ever wonder what happens inside the cloud?

Based in New York, Berlin, Bangalore and Cambridge, 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 few companies. 

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 2nd shift team remotely (1pm-9pm PST). Reporting to the Senior Manager of 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 yearn 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
  • Place the customer experience at the forefront of their work
  • Manage & triage the queue to reduce wait times & optimize the customer experience
  • Coordinate appropriate coverage for Developer Support duties and alert leadership to conflicts and gaps
  • Act as first-point-of-contact for escalations to leadership 
  • Ensure escalations are routed, prioritized, alerted, and resolved properly
  • Report to leadership regarding the daily & monthly performance of team members
  • Provide weekly feedback to direct reports on productivity & QA
  • Understand the obstacles, setbacks, triumphs, & motivations of vertical team members
  • Own handoffs between teams on both an individual & leadership level
  • Advocate for the perspective of direct reports in their vertical to leadership
  • Advocate for the perspective of leadership to their direct reports

What We’ll Expect From You:

  • Ability to motivate team members to reach their potential
  • Working knowledge of Linux filesystems (Ext4, XFS) and experience supporting local, block, and object storage products
  • Strong sense of customer advocacy and the ability to advocate on behalf of internal and external customers, with a goal of providing an unparalleled customer experience
  • 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 ICs in the vertical
  • Effective delegation of tasks, roles, and project work
  • Ability to take de-escalated complex and difficult escalations
  • A reputation for holding team 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
  • Experience troubleshooting common Linux issues (CentOS, Fedora, Ubuntu, Debian), application stacks (LAMP, LEMP) and applications (WordPress, Ghost)

Why You’ll Like Working for DigitalOcean:

  • We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.
  • We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development. You’ll need to be great to get hired here and we promise you’ll get even better.
  • We care about you. We offer competitive health, dental, and vision benefits for employees and their dependents, a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
  • We invest in your future. We offer competitive compensation and a 401k plan with up to a 4% employer match. We also provide all employees with Kindles and reimbursement for relevant conferences, training, and education.
  • We want you to love where you work. We have great office spaces located in the heart of SoHo NYC and Cambridge and offer daily catered lunches to keep your hunger at bay. We’re also very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to take an all-expense-paid trip to our office to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in office.
  • 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.

Want to learn more about our Customer Support team? Clickhere!

Want an inside look into life at DO? Clickhere to hear from our employees!

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From funky music clubs to high-end restaurants, Central Square caters to all (and is right on the Red Line for easy commute access!)

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. Nobody gets sick on our watch
- 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 a Kindle and reimbursement for conferences, training or education
- Gym Reimbursement: Up to $100 per month to support your physical health
- Custom Workstations: Mac? PC? Linux? We’ll hook up your rig with your preferred equipment
- Free Meals Every Day: Food tastes better when you’re eating together
- 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

Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Pet Friendly
Our Boston office is pet friendly!
Fitness Subsidies
DigitalOcean reimburses its employees up to $100 per month for fitness services and activities
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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