Oracle Hiring for Sr. Engineer – Cloud Customer Support at HYDERABAD, India Full Time

Job Description

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.

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for 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.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Responsibilities

Do you like being part of a high-functioning team, learning new things and have 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!

https://cloud.oracle.com/cloud-infrastructure

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.

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 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 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

• 6+ years’ experience in Infrastructure or related field

• Customer obsession, passion for delighting customers

• Strong understanding of cloud concepts and troubleshooting skills

• Experience in cloud support, NOC or similar is preferred

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

• Great verbal and written communication skills

Preferred Technical Qualifications

• Cloud Associate/Professional Certifications(s). (Any Cloud Provider, OCI is preferred)

• Networking certifications (Preferred)

• In-depth understanding on IaaS Concepts: Compute and Networking

• Familiarity with industry compliance and security standards including HIPAA

Detailed Description and Job Requirements

As Sr. Support Engineer – Cloud Customer Support, your focus is to resolve customer tickets by deliver technical 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 Sr. Support Engineer, you will be the technical interface to customers, for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of 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 individually while researching and developing solutions to customer issues.

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. Job duties are varied and complex, utilizing independent judgment. May have project lead role.

Highly technical and analytical, possessing significant implementation and operations experience. Identifies solutions in experience of application or server architecture and networking.

Location & Schedule

• The position is based in Bangalore – India

• You are required 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.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.