• Ensure that customer desired outcomes are achieved through proactive cadence driven outreach • Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied • Act as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilities • Advise customers about new products and feature enhancements • Provide feedback to product management, engineering, and R&D teams • Working with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner. • Document interactions comprehensively for auditing and record keeping purposes • Help customers measure success by baselining current vs future state • Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements • Create, provide, and present quotations to customers • Acquire purchase orders from customers • Create and submit knowledgebase entries to help improve customer self-service capabilities • Create and maintain internal knowledge systems to assist other internal team members • Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features. • Attend and present at trade shows and on-site training

Role Description Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. We are seeking an experienced Regional Technical Lead (RTL) to provide advanced technical leadership across the region, support service excellence, and help our teams stay ahead of evolving product capabilities and customer needs. In this role, you will serve as a trusted technical advisor, collaborate across service, sales, and partner functions, and help strengthen the long-term capability of our field organization through mentoring and talent development. Key Responsibilities - Provide strategic technical guidance to the regional service organization, including best practices, advanced troubleshooting support, and insight on emerging technologies and product upgrades. - Help ensure the team is prepared to service new and evolving products while maintaining high standards of customer support and operational excellence. - Act as a liaison between the Service team, PLCS, Sales, and customers to improve communication, alignment, and execution of technical initiatives. - Support regional and business objectives by promoting strong cross-functional collaboration and helping coordinate priorities across teams. - Mentor and guide team members to support professional growth, technical development, and leadership readiness. - Partner with regional management to identify training needs, development opportunities, and succession planning priorities. - Contribute to capability-building efforts that strengthen continuity and sustainability across the technical service organization. Qualifications - Deep technical service experience with a strong understanding of complex products, field support, and service delivery in a customer-facing environment. - Demonstrated ability to provide technical leadership, solve complex issues, and guide teams through product changes and upgrades. - Strong collaboration and communication skills, with the ability to work effectively across service, sales, partner teams, and customer stakeholders. - Experience mentoring others, developing talent, and supporting team capability growth. - Ability to balance strategic thinking with hands-on support and practical execution. - A commitment to continuous improvement, customer satisfaction, and operational excellence. Ideal candidates - Respected technical leaders who enjoy helping others grow. - Can influence across functions. - Motivated to strengthen service capability for the future. Benefits - Medical insurance - Dental insurance - Vision insurance - 401(k) retirement plan - Life insurance - Long-term and short-term disability insurance - Paid parking/public transportation - Paid time off - Paid sick and safe time

• Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem. • Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders. • Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments. • Manage and maintain DigitalOcean’s key accounts. • Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads. • Conduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth. • Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments. • Act as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processes. • Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences.

• Develop and maintain deep expertise in DigitalOcean's product portfolio • Conduct regular technical consultation sessions and workshops • Manage and maintain key accounts to drive engagement and growth • Act as the voice of the customer within DigitalOcean • Develop tools and scripts to streamline engagements