Principal Cloud Support Engineer

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 Cloud 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 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.

Responsible for our production infrastructure, including the servers and services which support our growing client base as well as designing and implementing highly scalable environments. This engineer works with other teams in the organization and provides infrastructure solutions to the customers. Understands client systems and applications, networking, infrastructure, data centers, web tools and technologies, databases and Cloud, Big Data, Enterprise Resource Planning (ERP), and more.

Perform deep drill down analysis into performance bottlenecks and provide necessary fixes. Bring in new ideas, change, evolve, improve, and simplify the production infrastructure. Work closely with our development and research teams and provide customer friendly solutions and support. Responsible for working on the design, development, and/or deployment of enterprise supporting systems.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years of experience with Core products or five years of 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).

Working knowledge of software development tools, methodologies, and programming languages. Experience working with external or internal customers to implement large scale solutions, business process architecture, application system design, and implementation. Design and implementation of Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) solutions using a variety of cloud platform services. 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 entitled 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 full-time, permanent position.

Job Requirements

• Bachelor’s degree, in Computer Science, MIS or related field
• 4+ 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(any cloud) Associate/Professional Certification(s).
• In-depth understanding on IaaS Concepts: Compute and Networking.

Familiarity with Industry compliance and security standards including HIPAA

Career Level - IC4

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues and, may work independently. Solutions often take time to develop through research, collaboration, or problem replication.

Job Responsibilities:

• Have a data-driven mindset.
• Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalation.
• 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 lifecycle.
• Focus on support/incidents & issues.
• Document key learning and other relevant details as part of the support you provide.
• Continually improve skills through work experience and training(s)