Principal Cloud Support Engineer

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.

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. . 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.
• Participates in a shift rotation (05 : 00 – 13 : 00, 13 : 00 – 21 : 00, 21 : 00 – 05 : 00). Typically one day during weekend, and four days during weekdays (. Sundays – Thursdays shift or Tuesdays – Saturdays shift).
• Act as Customer advocate, ensuring the best customer experience at all times.

Requirements

The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

We offer unique opportunities for smart, hands-on engineers with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer’s business critical applications.

Career Level - IC4