Senior Cloud Support Engineer

3 weeks ago

Hyderabad, India Oracle Full time

IC3 ( Senior Software Engineer )

Short description displayed on job tile

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 employee

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 the laser focus on excellence.

We are specifically looking for 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 solve 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 sophisticated, involving the application of advanced technical/business skills in area of specialization.

Career Level -

Job Responsibilities

* Have a data-driven demeanor/passion
* Enable Oracle support to resolve customer issues through sharing standard processes, training, tooling and directly resolving issues.
* Build and maintain excellent relationships with customers and achieve the highest level of customer happiness.
* 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, going above and beyond to exceed customer expectations.

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

* Focus on support/incidents & issues

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

Job Requirements

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

* proven experience in Infrastructure

* Customer focus, passion for delighting customers

* Strong understanding of cloud concepts and solving skills

* Experience in 24x7 cloud support teams with staggered weekends

* Proven track record 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

Broader engineering organization, you will act as the voice 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 the platform.

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 qualified 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 vital fixes. Bring in new insights, 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 multifaceted and sophisticated applying 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 GPA OR (for Applications) proven professional/ technical experience, ., demonstrating Applications at a functional and technical level (preferably Oracle)

Solid understanding 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 (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 & Schedule

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

* This is a fulltime, permanent position.

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