Oracle Cloud Infrastructure (OCI) is building the next generation IaaS cloud service along with providing a world class cloud support experience. We are building a team of energetic, customer-focused service operations engineers to blending system admin, incident command, and NOC engineering disciplines. You’ll be part of a dynamic team that learns broadly how our cloud platform works so you can be the bridge between product engineering and our partners.

As part of the broader Engineering organization, you will act as the voice of the customer to influence product features and plans to improve the customer experience. This role is integral to the success of our customer relationships and is critical to the success of the platform.

 

Responsibilities

• Operates and performs maintenance to services running within the region through the use of Runbooks
• Deploys code and executes other changes within the region
• Ensures timely resolution and documentation of incidents through bridges
• Ensures thorough documentation of incidents through company-standard reporting methods
• Monitors the region for faults, alarms, and other errors. Informs internal teams as required through process and procedure
• Act as lead/mentor for other service operators
• Act as a point of escalation for incidents and other issues arising within the region
• Operates and performs maintenance to services running within the region
• Troubleshoots operational issues on behalf of service teams

 

Requirements

• Bachelor’s degree, in Computer Science, or equivalent work experience
• Proficiency in written and spoken Mandarin will be preferred, to work with multiple regional stakeholders in various locations, where communication is conducted mainly in Mandarin
• Experience with Linux. One of the public Cloud platforms
• Experience deploying code within change management procedures
• Experience participating in or running incident bridges
• Customer obsession, passion for delighting customers
• Understanding of cloud concepts and platforms
• Experience in cloud technical support, operations, NOC or similar is preferred, but not required
• Proven ability to quickly learn new technical domains and then train others
• Great verbal and written communication skills
• Strong understanding of cloud concepts and platforms

 

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)