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Senior Cloud Support Engineer

4 weeks ago

Hyderabad, India Oracle Full time

IC3 ( Senior Software Engineer )

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Senior Software Engineer - Cloud Customer Support, OCI Technical Support role (24x7-staggerred weekends)

Job description displayed in the job posting

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.

Responsibilities displayed in the job posting

Do you like being part of a high-functioning team, learning new things and having a passion for all things cloudy? Do you want to be an integral part of transforming the Internet landscape? If you want to work in a forward-thinking environment and experience rocket ship growth and career advancement, this is the perfect fit

Overview
The Oracle Cloud Infrastructure team is building a new technology organization. This new entity is being constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it a world-class engineering center with a laser focus on excellence.

Oracle’s extensive enterprise customer base is looking for rock-solid cloud solutions that provide the same reliability and effectiveness that they have come to expect from Oracle. As a trusted Enterprise vendor, Oracle is in the early stages to provide highly cost-effective compute, storage, & PaaS Cloud solutions to its customer base.

We are specifically looking for Senior Software Technical Engineer(s) to join our group, who are customer-focused with technical support experience to build a world-first and best in class customer experience. You will be responsible for post-sales support, assisting customers to troubleshoot and resolve issues they face while using our Cloud services. You will take an active role in the definition and evolution of standard practices and procedures. Work is non-routine and very complex, involving the application of advanced technical/business skills in the area of specialization.

Job Responsibilities

* Have a data-driven mindset/passion
* Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
* Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
* Act on behalf of the customer as their cloud support(technical) team, partnering with engineering, platform operations, and customer service teams to restore customer availability

* Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.

* Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way of incident(Service Ticket) lifecycle

* Focus on support/incidents & issues.

* Document key learnings and other relevant details as part of the support you provide.

* Continually improve skills through work experience and training(s)

Job Requirements

* Bachelor’s degree, in Computer Science, MIS or related field

* 5+ years’ experience in Infrastructure or related field

* Customer obsession, passion for delighting customers

* Strong understanding of cloud concepts and troubleshooting skills

* Experience in 24x7 cloud support teams with staggered weekends

* Proven ability to quickly learn new technical domains and train others

* Great verbal and written communication skills

Technical Qualifications

* Cloud Associate/Professional Certifications(s). (Any Cloud Provider, OCI-preferred)

* Oracle Cloud Platform Identity and Security Management 2021 Certified Specialist (Preferred)

* Oracle Cloud Infrastructure Security 2021 Certified Associate (Preferred)

* In-depth understanding on IaaS, PaaS Concepts: Identity, Compute and Networking

* Familiarity with industry compliance and security standards including HIPAA, ITIL

Detailed Description and Job Requirements

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. 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 part of the broader engineering organization, you will act as the voice of the customer to influence product features and plans to improve customer experience. This role is integral to the success of our short and long-term customer relationships and is critical to the success of the platform.

As a Senior Software Engineer - Cloud Customer Support, you will be the technical interface to customers, for the 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.

Responsible for our production infrastructure, including the servers and services which support our growing client base as well as designing and implementing highly scalable environments. This Engineer works with other teams in the organization and provides infrastructure solutions for their needs. Understands client systems and applications, networking, infrastructure, data centers, web tools and technologies, databases and Cloud, Big Data, Enterprise Resource Planning (ERP), and more.

Perform deep drill down analysis into performance bottlenecks and provide necessary fixes. Bring in new ideas, change, evolve, improve and simplify the production infrastructure. Work closely with our development and research teams and provide customer-friendly solutions and support. Responsible for working on the design, development, and/or deployment of enterprise supporting systems.

Job duties are varied and complex utilizing independent judgment. 5 plus years of experience with Core products with Applications products and have a technical degree ., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, ., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Working knowledge of software development tools, methodologies, and programming languages. Experience working with external or internal customers to implement large scale solutions, business process architecture, application system design, and implementation. Design and implementation of Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) solutions using a variety of cloud platform services. Highly technical and analytical, possessing significant implementation and operations experience. Identifies solutions in experience of application or server architecture and networking.

Location & Schedul

* You are entitled to work on shifts with weekends other than Saturday and Sunday. You should be willing to support on national holidays and public holidays. And most importantly should be open to any Shift.

* This is a fulltime, permanent position.