Customer Success Engineer - Database

Dive in and do the best work of your career rney 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.

We are seeking an exceptional Senior Customer Success Engineer II - Database to join our Customer Success Engineering team s 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

• 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 Digital Ocean, 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, Postgre
  
  SQL, Redis, Mongo
  
  DB, Kafka and Open Search, 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.

• 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…