Cloud Support Engineer

Job Description

The Technical Support Engineer you are responsible for providing timely and accurate technical assistance to Oracle Cloud customers through live chat. This role involves troubleshooting and resolving technical issues related to Oracle Cloud Infrastructure (OCI) services, ensuring seamless customer experience, and maintaining high satisfaction levels. The engineer will work closely with internal teams to resolve escalations and contribute to knowledge sharing within the support organization.

Responsibilities

:

• Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
• Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
• Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and share best practices.
• Continuous Learning & Analytical Skills: Stay updated with cloud technologies, identify support trends, and implement proactive measures to enhance service quality.
• Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
• Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.
  
  
  

Qualifications

Career Level - IC2

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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