Cloud Support Engineer

Oracle Cloud Infrastructure (OCI) is seeking a Cloud Support Engineer to provide exceptional customer support tailored to our enterprise clients in Japan. You will collaborate closely with internal teams in English and directly with customers in Japanese, focusing on troubleshooting complex technical issues across Cloud, IaaS, PaaS, and Database services.

As a member of our dynamic team, you will blend system administration, incident management, customer support, and NOC engineering disciplines. Your role will be pivotal in enhancing customer satisfaction and influencing product improvements by advocating for customer needs within the Engineering organization.

Job Responsibilities :

• Provide customer support and troubleshoot technical issues related to OCI services, collaborating with Service teams as needed.
• Resolve customer technical issues promptly via support ticketing tools such as My Oracle Support (MOS) and JIRA.
• Act as a customer advocate, managing highly sensitive and escalated issues through effective communication and bridge calls.
• Consult with customers on optimizing the use of Oracle products and services.
• Contribute to knowledge sharing through training sessions, coaching and creating / updating Knowledge Articles and Runbooks.
• Collaborate with stakeholders including Service & Development, Incident Management, Operations, and Account Management teams.

Requirements :