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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.

The team works on three major tasks: troubleshooting based on customer requests (“Service request”), incident management if there is an internal technical trouble that might affect the customer, and gate-keeping changes for the customer’s dedicate region.

Career Level - IC3

Responsibilities

Job Responsibilities

• Provides customer support, troubleshooting highly complex (Cloud/IaaS/PaaS/Database) technical problems by working with Service teams. Triages issues if it needs to be handled by service teams, and works with service teams to provide solutions to customers on time.

• 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.

• Consults with Customers on complex use of Oracle products.

• Knowledge transfer through development and delivery of training, knowledge sessions, coaching and mentoring.

• Creates and reviews 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.

• Extensive collaborations with large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers and Partners teams.

• Act as Customer advocate, ensuring the best customer experience at all times.

Must be a U.S. Citizen.

Visa Sponsorship is not available for this position.

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

• 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 details.

• Cultural fit: You should embody core values of trust, passion, performance, professionalism, and respect.

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)

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer