• Provide technical support to developers integrating Agora SDKs and services (RTC, Signaling, Cloud Recording, Conversational AI, etc.) • Troubleshoot issues related to Audio/video quality, Network connectivity and performance, SDK integration and platform-specific behaviors (iOS, Android, Web, Windows, macOS) • Analyze logs, develop reproduction demos to identify root causes • Work with internal engineering teams to escalate and track product issues • Write technical explanations, integration guidance, and best-practice recommendations • Support customers via ticketing systems, Slack/IM channels, and live troubleshooting sessions • Act as a technical advocate for customers by feeding back recurring issues and feature requests • Actively participate in local developer communities (meetups, tech groups, hackathons, university events, etc.) • Collaborate with internal teams to organize and support developer events, workshops, and tech talks focused on Agora’s RTC and Conversational AI solutions • Share insights on AI + real-time communication trends, use cases, and best practices with developers • Help bridge feedback from developers and the community back to internal product and engineering teams

• Serve as the primary technical and customer success owner for assigned accounts • Lead customer kickoff, onboarding, and success planning from Day 1 • Own and maintain a living Success Plan, including onboarding milestones, adoption goals, and renewal readiness • Execute Customer Success playbooks across onboarding, adoption, risk management, renewal, and expansion • Provide regular leadership updates on account health, risks and blockers, mitigation plans, and next steps • Develop deep knowledge of each customer’s architecture, use cases, and business objectives • Advise customers on best practices for implementing and scaling CData products, including: CData Sync / Replication, CData Connect & Connect AI API Server, JDBC, ODBC, and ADO.NET drivers • Provide technical guidance on: Authentication and security models, Performance tuning and query optimization, High availability, scaling, and fault tolerance, Cloud, hybrid, and on-prem architectures • Partner with Onboarding Specialists to ensure timely onboarding and time-to-value • Track and drive adoption metrics such as active connectors, data sources integrated, query volumes, and sync jobs • Proactively identify risks, anti-patterns, and adoption gaps and drive mitigation plans • Identify and execute opportunities to expand usage across teams, workloads, and products • Act as the technical escalation owner for assigned accounts • Coordinate with Support and Engineering to drive issue resolution • Translate complex technical issues into clear, customer-ready communication • Maintain customer health scores and risk indicators, ensuring mitigation ahead of renewal cycles • Partner with Sales on renewals and expansion motions • Lead QBRs and executive reviews, presenting ROI, value delivered, and future roadmap • Act as the voice of the customer to Product and Engineering • Capture and document customer feedback, gaps, and feature requests • Develop customer success stories and case studies • Create reusable customer success assets, including best-practice guides, reference architectures, playbooks, and FAQs

• 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.