Oracle Oracle Cloud Infrastructure Technical Support Engineer in Bucharest, Romania
Oracle Cloud Infrastructure Technical Support Engineer
Description of the role
Oracle’s Cloud Infrastructure (OCI) team is based in downtown Seattle and is building new Infrastructure-as-a-Service technologies that operate at high scale in a broadly distributed multi-tenant cloud environment. Our customers run their businesses on our cloud, and our mission is to provide them with best in class, foundational cloud services. Oracle's Cloud team is being built with an entrepreneurial spirit that promotes an energetic, creative, and collaborative environment while ensuring that employees are supported in their career goals and have opportunities for training and education. We appreciate and value commitment to family and enthusiastically encourage work / life balance.
We are continuing our fast-paced growth, bringing on new customers around the world daily. Our Customer Operations team is responsible for making sure our enterprise customers receive prompt & informative answers that quickly solve any question or issue they have encountered. Often you are assisting the makers of your favorite web site and/or smartphone app, a startup just starting to make itself known, and even Fortune 500 companies.
For those who want a challenge, want to dive in deep and learn the technologies our products are built on, and love to provide customers with the exact experience that you would expect in their shoes, this is the position for you. You will be surrounded by likeminded team members that are passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job.
Shift : Variable
Summary of Responsibilities:
Provide exceptional customer service, technical assistance, and training to internal and external customers
Learn, Support, and use groundbreaking technologies
Prompt and accurate response to questions from customers and prospective customers about the features and capabilities of our services
Apply troubleshooting techniques to provide unique solutions to our customers' needs
Assess ticket priority, escalates as necessary through proper channels to resolve issues in a timely manner.
Resolve issues timely and accurately to help the team meet expected metrics and SLAs
Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems
Monitor release notes to obtains understanding of new or updated services
Participate in weekend (possibly night and on-call) rotation for Oracle platforms as coverage is needed, sometimes on short notice
Prepare evaluations of services or processes and recommend improvements
Develop customer-facing or internal documentation on an as-needed basis
Communicate customer needs and wishes to leadership team
Should have a passion for technology and troubleshooting complex customer problems
Should be able to communicate effectively with other team members as well as members of the Sales, Engineering, and Operations teams
Skills and experience:
Minimum of three years of experience in a technology related field or discipline
Experience with customer success strategies, technical support
Knowledge of Networking (DNS, TCP/IP)
Exposure to Virtualization (VMware, Xen, Hypervisor)
Experience in IPsec and SSL VPN, Load Balancing, Routing Protocols, SSH, Network Monitoring / Troubleshooting tools
Experience with various routers and firewall appliances from: Cisco, Juniper etc.
Comfortable communicating solutions to customers across a wide variety of skill-sets.
Able to work autonomously and collaboratively as appropriate.
Tenacious with a passion for learning new and unfamiliar concepts.
Comfortable working with customers in person, by phone and via email.
Cultural fit is important. You should embody our core values of trust, passion, performance and respect.
Preferred experie nce:
Previous experience in a service industry is preferred.
Experienced in one or more of the following areas: Cloud Storage, Cloud Computing, Operating Systems, Middleware etc.
Detailed Description and Job Requirements
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)
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire
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