• Drive end-to-end delivery of scaled customer engagement programs — including webinars, workshops, office hours, on-demand content, and customer newsletters. • Build and maintain audience targeting, registration flows, event logistics, and follow-up communications so subject matter experts can focus on delivering content. • Orchestrate scaled customer journeys in Gainsight by creating and managing lifecycle campaigns, automated plays, calls to action, and reporting. • Manage GitLab University communications and Marketo email programs, including segmentation, scheduling, and send readiness. • Set up and run Zoom webinars, including configuration, attendee management, and post-event reporting and analytics. • Track engagement across key program signals (for example, attendance and email engagement) and partner with stakeholders to turn insights into program improvements. • Collaborate closely with the Staff Customer Success Strategist to translate segmentation strategy and program design into reliable day-to-day operations.

Role Description We are seeking an exceptional Senior Customer Success Engineer II - Database to join our Customer Success Engineering 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. As an IC4, you will serve as the ultimate technical authority for our most complex customer challenges, leveraging deep database expertise, cloud infrastructure knowledge, and hands-on support skills to drive customer success, retention, and expansion. You'll bridge the gap between deep support expertise and solutions architecture, supporting 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 operational on-call rotation to support critical incidents and escalations. Reporting to: Manager, CSE Support What You'll Do - Technical Leadership & Expertise - Serve as the ultimate escalation point for complex, business-critical database and cloud infrastructure issues, coordinating cross-functional responses that span Engineering, Product, and Operations. - Architect enterprise-grade database solutions for customers operating large-scale workloads on DigitalOcean, including high-availability clusters, replication and sharding strategies, distributed database systems, and hybrid/multi-cloud deployments. - Lead hands-on support for database and cloud infrastructure issues across MySQL, PostgreSQL, Redis, MongoDB, Kafka and OpenSearch, ensuring high availability, performance, and reliability for production workloads. - Act as a trusted technical advisor to our largest customers and strategic partners, building deep relationships with their technical teams and understanding their business objectives. - Analyze customer database and cloud architectures to identify performance bottlenecks, optimize configurations, and ensure best practices for scalability, security, and resiliency. - Demonstrate strong understanding of database-specific requirements, including schema design, replication, performance optimization, and cloud-native compatibility. - Build detailed infrastructure diagrams and explain architectural decisions clearly to technical and non-technical audiences. - Partner with Technical Account Managers, Solution Architects and Sales team to identify customer needs, define success plans, and ensure smooth migrations. - Conduct hands-on technical workshops, troubleshooting sessions, and proofs-of-concept, guiding customers through complex cloud and database challenges. - Act as a trusted advisor, helping customers navigate technical complexities, adopt database and cloud best practices, and optimize production workloads for performance, reliability, and operational efficiency. - Prepare and document Database best practices to be used by the customers during and post-migration. - Advocate for customer feedback to inform the development of new Database-related features and platform enhancements. - Organizational Leadership - Mentor and develop IC1-IC3 engineers through structured coaching, technical reviews, pair troubleshooting sessions, and career development guidance. - Design and implement support frameworks including escalation workflows, troubleshooting methodologies, automation tools, and operational best practices that elevate team capabilities. - Create authoritative technical documentation including architectural reference guides, troubleshooting runbooks, customer-facing solution guides, and internal training curricula. - Lead critical incident response for platform-wide or high-impact customer issues, coordinating cross-functional war rooms and ensuring timely, effective resolution. - Represent the Support organization in cross-functional initiatives, product design reviews, and strategic planning sessions, ensuring the voice of the customer influences critical decisions. Qualifications - Extensive professional experience in cloud infrastructure and database support, with a strong track record of resolving complex production issues in high-scale environments. - Demonstrated expertise supporting mission-critical workloads across technologies such as PostgreSQL, MySQL, Redis, MongoDB, and familiarity with complementary systems like Kafka and OpenSearch in cloud-native architectures. - Strong foundational knowledge of Linux, distributed systems, networking and their application in cloud environments, with the ability to troubleshoot across the full stack (application → database → infrastructure). - In-depth understanding of database architecture, including schema design, replication, sharding, backup and restore processes, and performance tuning for both SQL and NoSQL databases. - Proven experience serving in a senior customer-facing technical role, technical consulting, or Database expert with a focus on solving complex technical challenges. - Passionate about delivering exceptional customer experiences and fostering customer success. - Demonstrated track record of developing effective technical solutions to address customer business challenges. - 7+ years of experience in software engineering, DevOps, technical support, or solutions engineering roles. - Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to diverse audiences. - Highly motivated, with a proactive mindset and the ability to work independently and collaboratively. - Strong automation mindset, with proven proficiency in programming or scripting languages (e.g., Python, Bash, Go) to streamline database operations, monitoring, configuration management, and performance optimization. Bonus Points For - Proven experience contributing to open-source projects, particularly in the database ecosystem (e.g., MySQL, PostgreSQL, Redis, MongoDB) or related technologies like Kafka, OpenSearch, or database migration tools. - Advanced knowledge of cloud providers and tools (e.g., AWS, Azure, Google Cloud Platform) and experience with multi-cloud or hybrid cloud environments. - Active participation in Databases or cloud-native communities, including meetups, conferences, or forums. - Experience creating tools, plugins, or frameworks that enhance Database migrations or operational efficiency. - Published articles, blogs, or documentation on Database best practices, migration strategies, or cloud-native solutions. - Hands-on experience with Infrastructure-as-Code tools such as Terraform, Helm, or Ansible. Compensation Range $110,400 - $138,000 *This is a remote role Benefits - We innovate with purpose. - We prioritize career development. - We care about your well-being. - We reward our employees. Company Description DigitalOcean is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Application Limit: You may apply to a maximum of 3 positions within any 180-day period. This policy promotes better role-candidate matching and encourages thoughtful applications where your qualifications align most strongly.

• Providing continuous technical Implementation, support and training for existing/newly arriving customers • Working with resellers and customers: training their teams on the product, identifying and solving problem areas in their processes to ensure success. • Working with existing customers to understand their requirements and helping them figure out how the product is the best solution for their problem • Acting as the primary technical point of contact for customers and partners, performing initial troubleshooting, diagnosing issues, and guiding them through resolution. • Managing and prioritizing technical support tickets, ensuring timely resolution and proper communication throughout the lifecycle. • Escalating complex technical issues to R&D teams when necessary, providing detailed context, replication steps, and impact assessment, and following through to resolution. • Working with the product and marketing teams to familiarize with the product landscape and becoming a technical product expert • Working with regional leadership to identify problem areas and initiating projects to improve customer satisfaction • Attending professional events and workshops to build and maintain professional skills and networks

• Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges. • Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations. • Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions. • Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs. • Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement. • Ensure customers achieve operational excellence by fully adopting and optimizing new features. • Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives. • Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies. • Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution.