What are the responsibilities and job description for the Senior Cloud Support Engineer position at Oracle?
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.
Career Level - IC3
Responsibilities:
The Cloud Support Engineer will provide Customer Support for OCI’s premium customers. This may require working a 24/7 shift rotation, including evenings, weekends and public holidays, providing ‘white glove treatment’ tailored to our customer needs.
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
- 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. e.g. OCI/AWS/Azure/GCP
- 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.
