The Technical Support & Operations Engineer will provide Customer Support for OCI’s premium customers. This will involve working a 24/7 shift rotation, including evenings, weekends and public holidays, providing ‘white glove treatment’ tailored to our customer needs.

 

Job Description

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, customer support 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

• Provides customer support, troubleshooting highly complex (Cloud/IaaS/PaaS/Database) technical problems requiring high level of technical expertise and attention to detail
• Works directly with customers to resolve technical issues via fastest options, tracking status updates via support ticketing tools. e.g. My Oracle Support (MOS) & JIRA
• Represents customer on highly sensitive and escalated issues and bridge calls
• Attends customer meetings to provide reporting and support status updates
• Consults with Customers on complex use of Oracle products
• Knowledge transfer through development and delivery of training, knowledge sessions, coaching and mentoring
• Creation and review of Knowledge Articles and Runbooks
• Analyses workload, determines best practices and implements changes to improve productivity
• Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities
• Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals
• Extensive collaborations with large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers and Partners teams
• Participates in a shift rotation
• Act as Customer advocate, ensuring the best customer experience at all times

 

Requirements

• 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
• Bachelor’s degree, in Computer Science, or equivalent work experience
• Client facing experience supporting enterprise customers
• Customer obsession, passion for delighting customers
• Experience in cloud technical support and operations
• Experience with Linux and system administration
• 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
• Attention to detail

 

The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

We offer unique opportunities for smart, hands-on engineers with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer’s business critical applications.

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)