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.

DigitalOcean is hiring for people who wish to be part of the Platform Operations support division, to manage a team of Remote & Global Cloud Engineers. 

As a shift manager, you will oversee daily operations, act as the liaison between staff and upper management, and work closely with your team to maximize customer satisfaction. Primary responsibilities of the Shift Manager’s role include the oversight and hands-on management of a team of highly skilled Cloud Engineers in their daily operational and support activities during shifts hours.  This role entails managing performance at both a team and individual level as well as mentoring and coaching each team member in their overall growth as a Cloud Engineer.

What You’ll Be Doing:

  • Lead and supervise a team of engineers, ensuring efficient operation and adherence to project timelines.
  • Provide guidance, support, and mentorship to team members, fostering a collaborative and productive work environment.
  • Facilitate training sessions to enhance team skills and proficiency in migration processes and tools.
  • Conduct and document sync with the Customer Success team to address customer concerns and prioritize issues.
  • Work closely with the Customer Success team to identify action items and implement improvements based on customer feedback.
  • Proactively engage in problem-solving discussions to enhance the overall customer experience.
  • Coordinate weekly meetings with the Product and Engineering teams to address escalated bugs cases.
  • Collaborate with cross-functional teams to identify areas for improvement and implement solutions to enhance product performance and reliability.
  • Sync with the Paid Addon Squad on a weekly basis to strategize on retaining customers who deactivate the paid addons.
  • Develop retention strategies and initiatives to ensure customer satisfaction and long-term commitment to our paid addons which could be beneficial for the revenue. .
  • Analyze customer feedback and behavior to identify opportunities for enhancing addon features and value proposition.
  • Identify opportunities for automation within Platform Ops operations and tasks.
  • Implement identified tasks within the timeline committed with the management.
  • Responsible for key performance metrics ensuring customer satisfaction.
  • Provide immediate response/remediation/ and escalation for incidents 24/7.
  • Conduct regular team meetings as well as one-on-one sessions with staff members
  • Onboard, and train new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies
  • Maintain employee shift schedules ensuring adequate resource coverage at all times
  • 24 x 7 availability to work with the team in addressing incidents/outages where managerial guidance is required
  • Problem analysis of platform and environmental issues, ensuring strict SLA compliance in issue response, resolution, escalation, and incident communication.

Job Specification:

  • Graduate or equivalent. Bachelor’s degree in Engineering, Computer Science, MIS, or related Technology degree preferred.
  • Work experience in a similar environment. A good understanding of the IT industry and Hosting with previous managerial experience
  • Customer-focused with strong customer service skills
  • Strong Verbal and written communication skills
  • Ability to communicate effectively (listening, presenting and questioning).
  • Must have excellent skills in problem analysis and troubleshooting complex technical issues as well as trending recurring issues
  • Adept at assessing situations and making decisions
  • Process and Procedure driven
  • A positive attitude is a must. Available for a flexible 24/7 schedule
  • Capable team leader; can provide constructive feedback and support
  • Decent Linux (Apache, Nginx, MySQL) and Development (PHP, Wordpress, Magento, PHP Open Source Application) skills are plus
  • Experience with various Support Communication Systems is plus, such as; Zendesk as well as large scale Phone and Chat support systems.

Why You’ll Like Working for Cloudways - A DigitalOcean Company:

  • We reward our employees. The salary range for this position is based on relevant years of experience and skills. Employees 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 grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
  • We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
  •  We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In the United States, these include health insurance, flexible vacation, retirement benefits, a generous parental leave program, and additional resources to support employees' overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
  •  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.

*This is a remote role

#LI-Remote

Apply for this Job

* Required
resume chosen  
Dropbox
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in DigitalOcean’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Our system has flagged this application as potentially being associated with bot traffic. Please turn off any VPNs, clear your browser cache and cookies, or try submitting your application in a different browser. If this issue persists, please reach out to our support team via our help center.
Please complete the reCAPTCHA above.