Senior Cloud Support Engineer (OCI)

As a Senior Cloud Support Engineer at Oracle, you will be a key member of the OCI Support organization, focusing on delivering post-sales support and solutions to Oracle's customer base. Your role involves resolving both non-technical and technical customer inquiries via phone and electronic means, particularly regarding the use and troubleshooting of Oracle's Electronic Support Services. As a primary point of contact for customers, you'll be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

You will serve as the technical interface to customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs) for resolving problems related to the installation, recommended maintenance, and use of Oracle products. The role requires an understanding of all Oracle products in your competencies and in-depth knowledge of several products and/or platforms. You should be highly experienced in multiple platforms and able to complete assigned duties with minimal direction from management.

Key responsibilities include:

1. Independently researching and developing solutions to customer issues
2. Quickly troubleshooting technical problems to root cause to restore service
3. Communicating effectively with people on both technical and non-technical levels
4. Working with a global, remote workforce
5. Maintaining a focus on customer service and satisfaction

The ideal candidate will have:

• A Bachelor's degree in Computer Science, MIS, or relevant work experience
• 6+ years of experience in Infrastructure or cloud-related field
• In-depth knowledge of cloud computing and networking
• Experience with public-cloud platforms like OCI, AWS, Azure, and/or GCP
• Prior experience in a technical support role
• Strong written and verbal English communication skills
• Self-motivation and ability to work in a pressured production environment

Preferred qualifications include scripting experience in Ansible, Python, Terraform, and others, knowledge of integration technologies (APIs and CLIs), and familiarity with Oracle Database and Exadata.

Oracle offers a comprehensive benefits package, including medical, dental, and vision insurance, disability coverage, life insurance, flexible spending accounts, 401(k) with company match, paid time off, and various other perks. The company is committed to diversity, inclusion, and providing equal opportunities for all qualified applicants.