Senior Cloud Support Engineer - AI/ML & Databases

<div class="content-intro"><p>Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world. </p></div><p>We are seeking an exceptional <strong>Senior Cloud Support Engineer</strong> to join our AI/ML Support team at DigitalOcean. This is our highest individual contributor level within the Support organization, representing the pinnacle of technical expertise, customer advocacy, and strategic impact.</p> <p>As a <strong>Senior Cloud Support Engineer</strong>, you will serve as the ultimate technical authority for our most complex customer challenges, particularly around <strong>Kubernetes (K8S)</strong> and <strong>GPU/GradientAI workloads</strong>. You'll bridge the gap between deep support expertise and solutions architecture, designing sophisticated cloud infrastructure solutions while maintaining the customer-first mentality that defines our Support organization. This role combines the architectural thinking of a Solutions Architect with the hands-on troubleshooting excellence and customer empathy expected from our Support team. You will also participate in an <strong>operational on-call rotation</strong> to support critical incidents and escalations.</p> <h2><strong>What You'll Do</strong></h2> <h3><strong>Technical Leadership Expertise</strong></h3> <ul> <li><strong>Serve as the ultimate escalation point</strong> for the most complex, business-critical customer issues across Kubernetes, GPU/GradientAI, and AI/ML infrastructure, coordinating cross-functional responses that span Engineering, Product, and Operations</li> <li><strong>Architect enterprise-grade solutions</strong> for customers building large-scale AI/ML workloads on DigitalOcean, including multi-cluster Kubernetes deployments, distributed GPU training infrastructure, and hybrid/multi-cloud architectures</li> <li><strong>Lead technical discovery and solution design</strong> for strategic accounts, conducting deep-dive architectural reviews, performance optimization workshops, and proof-of-concept implementations</li> <li><strong>Drive resolution of systemic technical challenges</strong> by identifying patterns across customer issues, partnering with Engineering to implement platform-level improvements, and advocating for product enhancements that eliminate entire classes of problems</li> <li><strong>Research and evaluate emerging technologies</strong> in the AI/ML and cloud infrastructure space, identifying opportunities for DigitalOcean to differentiate and expand our capabilities</li> </ul> <h3><strong>Customer Impact Strategic Partnerships</strong></h3> <ul> <li><strong>Act as a trusted technical advisor</strong> to our highest-value customers and strategic partners, building deep relationships with their technical teams and understanding their business objectives</li> <li><strong>Design and deliver Professional Services engagements</strong> for enterprise customers requiring sophisticated AI/ML infrastructure implementations, managing complex project timelines, stakeholder expectations, and technical deliverables</li> <li><strong>Conduct executive technical briefings</strong> and workshops that articulate DigitalOcean's platform capabilities, architectural best practices, and roadmap vision to C-level and VP-level stakeholders</li> <li><strong>Partner strategically with Customer Success</strong> to drive expansion opportunities, prevent churn through proactive technical guidance, and transform technical challenges into growth opportunities</li> <li><strong>Influence product strategy</strong> by synthesizing customer insights, competitive ... (truncated, view full listing at source)