Cloud Support Engineer

4 weeks ago

hyderabad, India Oracle Full time

Applicants are required to read, write, and speak the following languages:  English 

Description of the role

Oracle’s Cloud Infrastructure (OCI) team is based in downtown Seattle and is building new Infrastructure-as-a-Service technologies that operate at high scale in a broadly distributed multi-tenant cloud environment. Our customers run their businesses on our cloud, and our mission is to provide them with best in class, foundational cloud services. Oracle's Cloud team is being built with an entrepreneurial spirit that promotes an energetic, creative, and collaborative environment while ensuring that employees are supported in their career goals and have opportunities for training and education. We appreciate and value commitment to family and enthusiastically encourage work / life balance.

We are continuing our fast-paced growth, bringing on new customers around the world daily. Our Customer Operations team is responsible for making sure our enterprise customers receive prompt & informative answers that quickly solve any question or issue they have encountered. Often you are assisting the makers of your favorite web site and/or smartphone app, a startup just starting to make itself known, and even Fortune 500 companies.

For those who want a challenge, want to dive in deep and learn the technologies our products are built on, and love to provide customers with the exact experience that you would expect in their shoes, this is the position for you. You will be surrounded by likeminded team members that are passionate about cloud computing and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job.

Summary of Responsibilities:

Provide exceptional customer service, technical assistance, and training to internal and external customers. Learn, Support, and use groundbreaking technologies. Prompt and accurate response to questions from customers in the chat lines/Ticketing tool as well as technical Forums. Apply troubleshooting techniques to provide unique solutions to our customers' needs. Assess customer priority, raises as necessary through proper channels to resolve issues in a timely manner. Resolve issues timely and accurately and update customers through MOS/Chat/Forums. Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems. Participate in weekend rotation for Oracle Cloud Infrastructure as coverage is needed, sometimes on short notice. Prepare evaluations of services or processes and recommend improvements based on the frequent queries in the technical forum. Develop customer-facing or internal documentation on an as-needed basis. Communicate customer needs and wishes to leadership team. Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members as well as members of the cross functional teams.

Skills and experience:

Demonstrated ability in a technology related field or team Experience with Customer support, technical support, Troubleshooting primarily in Cloud Infrastructure Knowledge of Networking (DNS, TCP/IP), Compute etc Exposure to Virtualization (VMware, Xen, Hypervisor) Exposure to Public Cloud, Chat support, Ticketing support, Forum Support etc. Experience in Cloud Product Support (L1/L2) or cloud lifecycle management will be an added advantage. Able to work autonomously and collaboratively as appropriate. Tenacious with a passion for learning new and unfamiliar concepts. Comfortable working with customers and handle issues. Cultural fit is important. You should embody our core values of trust, passion, performance, and respect.

Preferred experience:

BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics Previous experience in a Support Service industry is preferred. Experienced in one or more of the following areas: Cloud Storage, Cloud Computing, Operating Systems, Middleware etc.

Location & Schedule:

The position is based in Bangalore, Hyderabad, Noida-India and requires you to work from office. APAC Shifts with weekends working and week off’s could be other than Saturday and Sunday. You should be willing to support on national holidays and public holidays. This is a fulltime, permanent position.

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.

Career Level - IC2

Applicants are required to read, write, and speak the following languages:  English 

Description of the role

Oracle’s Cloud Infrastructure (OCI) team is based in downtown Seattle and is building new Infrastructure-as-a-Service technologies that operate at high scale in a broadly distributed multi-tenant cloud environment. Our customers run their businesses on our cloud, and our mission is to provide them with best in class, foundational cloud services. Oracle's Cloud team is being built with an entrepreneurial spirit that promotes an energetic, creative, and collaborative environment while ensuring that employees are supported in their career goals and have opportunities for training and education. We appreciate and value commitment to family and enthusiastically encourage work / life balance.

We are continuing our fast-paced growth, bringing on new customers around the world daily. Our Customer Operations team is responsible for making sure our enterprise customers receive prompt & informative answers that quickly solve any question or issue they have encountered. Often you are assisting the makers of your favorite web site and/or smartphone app, a startup just starting to make itself known, and even Fortune 500 companies.

For those who want a challenge, want to dive in deep and learn the technologies our products are built on, and love to provide customers with the exact experience that you would expect in their shoes, this is the position for you. You will be surrounded by likeminded team members that are passionate about cloud computing and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job.

Summary of Responsibilities:

Provide exceptional customer service, technical assistance, and training to internal and external customers. Learn, Support, and use groundbreaking technologies. Prompt and accurate response to questions from customers in the chat lines/Ticketing tool as well as technical Forums. Apply troubleshooting techniques to provide unique solutions to our customers' needs. Assess customer priority, raises as necessary through proper channels to resolve issues in a timely manner. Resolve issues timely and accurately and update customers through MOS/Chat/Forums. Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems. Participate in weekend rotation for Oracle Cloud Infrastructure as coverage is needed, sometimes on short notice. Prepare evaluations of services or processes and recommend improvements based on the frequent queries in the technical forum. Develop customer-facing or internal documentation on an as-needed basis. Communicate customer needs and wishes to leadership team. Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members as well as members of the cross functional teams.

Skills and experience:

Minimum of three years of experience in a technology related field or subject area Experience with Customer support, technical support, Troubleshooting primarily in Cloud Infrastructure Knowledge of Networking (DNS, TCP/IP), Compute etc Exposure to Virtualization (VMware, Xen, Hypervisor) Exposure to Public Cloud, Chat support, Ticketing support, Forum Support etc. Experience in Cloud Product Support (L1/L2) or cloud lifecycle management will be an added advantage. Able to work autonomously and collaboratively as appropriate. Tenacious with a passion for learning new and unfamiliar concepts. Comfortable working with customers and handle issues. Cultural fit is important. You should embody our core values of trust, passion, performance, and respect.

Preferred experience:

BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics Previous experience in a Support Service industry is preferred. Experienced in one or more of the following areas: Cloud Storage, Cloud Computing, Operating Systems, Middleware etc.

Location & Schedule:

The position is based in Bangalore, Hyderabad, Noida-India and requires you to work from office. APAC Shifts with weekends working and week off’s could be other than Saturday and Sunday. You should be willing to support on national holidays and public holidays. This is a fulltime, permanent position.

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.

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