Engineer II

DigitalOcean is hiring an Engineer II for their Technical Support team in Karachi. This role focuses on delivering best-in-class customer support in a 24/7 production environment, handling multi-channel communications, and leading customer migrations to the DigitalOcean platform.

What You'll Do • Provide technical support and solutions to customers through tickets and emails with empathy • Collaborate in a 24/7 team environment working flexible schedules with rotating shifts including nights and weekends • Monitor and respond to multi-channel communications and monitoring alerts on Slack • Consistently meet customer-facing SLAs and support KPIs including response time, CSAT, and handle time • Lead and execute migration of customer sites from multiple hosting providers to the DigitalOcean platform

What You Need • BS/BE in Computer Science, Computer Engineering, or related field • 5+ years of relevant experience in 24/7 production operations, preferably supporting highly available PaaS/cloud service environments • Strong knowledge of cloud infrastructure environments such as AWS, GCE, and DigitalOcean • Deep understanding of system and networking concepts with proven troubleshooting techniques • Hands-on experience with Linux distributions (Ubuntu, Debian, CentOS) and their administration • Working experience with web servers including Apache and Nginx • Working knowledge of database engines such as MySQL and MariaDB • Strong written and verbal communication skills for ticket support channels • Ability to commute to Karachi office minimum 3 days per week and work rotating shifts including nights and weekends

Nice to Have • Experience with content management systems such as WordPress, Magento, and Laravel • Programming knowledge in PHP, Bash, or Python

Competitive salary based on market data and relevant experience; eligible for performance-based bonus and equity compensation including stock grants and Employee Stock Purchase Program participation