Cloud Support Engineer

 

The Cloud Support Engineer will provide Customer Support for OCI’s premium customers, 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.

 

 

Job Responsibilities

 

• This position requires strong customer skills. Enterprise Support Engineers are expected to be able to build strong trusting relationship with customers. We are customer advocates. We don’t expect others to do the right thing for our customers. We lead the way.
• 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

• 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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).





Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.