[Tassels]

For the record, that's not how it works at DO. The support department encompasses Platform Support (like T1), Trust & Safety (handles cases of possible fraud or abuse complaints), and CloudOps (sysadmins who help maintain the cloud).

I'm on Platform Support and while I can't access the actual hypervisor hardware like CloudOps can, we do not have "scripts", and we always do our best to help customers in any way we can. We also have a myriad of tools that we can use to monitor our platform and help troubleshoot any issues that may arise in our tickets.

My roommate and bestie is on CloudOps, and she sits right next to me at our HQ in NYC. While we have a great remote culture, all of us on support are in the US, with the exception of one guy in London (who started last week and is AWESOME).

Not only that, but I work very closely with all of the other departments here at DO, and our executives are extremely accessible as well. If we need to pass on feedback, we always do so.

We're also encouraged to go out of scope and do whatever possible to help out our customers, and I wouldn't change a thing. I love what I do, I love the people I help, and I love my coworkers.