Job Description

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. Youll 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.

• 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. e.g. 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 (e.g. Sundays Thursdays shift or Tuesdays Saturdays shift).
• Act as Customer advocate ensuring the best customer experience at all times.

Requirements

• Bachelors degree in Computer Science or equivalent work experience.
• Client facing experience supporting enterprise customers.
• Customer obsession passion for delighting customers.
• Experience in cloud technical support and operations. e.g. OCI/AWS/Azure/GCP
• Total year of Experience: 5-8 years
• Proven ability to quickly learn new technical domains and then train others.
• Great verbal and written communication skills (both Japanese and English). N2 is recommended for Japanese or 3 years of work experience in Japan.
• Strong understanding of cloud concepts and platforms.
• Attention to details.
• Cultural fit: You should embody core values of trust passion performance professionalism and respect.
• Preferred: Experience with Linux and system administration.
• This job requires 24/7 shift rotation.

Career Level - IC3

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