As a Sr. Support Engineer, you will serve as the primary technical interface for our customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs). You will play a critical role in resolving issues related to the installation and use of Oracle products, utilizing your expertise to provide exceptional customer service and technical support.
Key Responsibilities
- Customer Support. Provide exceptional customer service and technical assistance to both internal and external clients.
- Technical Expertise. Learn and utilize groundbreaking technologies while applying troubleshooting techniques to resolve complex customer problems.
- Issue Resolution. Respond promptly and accurately to customer inquiries through chat lines, ticketing tools, and technical forums, ensuring timely issue resolution.
- Documentation. Prepare and develop customer-facing or internal documentation as needed. Evaluate services and recommend process improvements based on frequent queries.
- Confidentiality. Maintain the highest level of confidentiality and security concerning customer accounts and company systems.
- Team Collaboration. Communicate effectively with team members and cross-functional teams to meet customer needs and expectations.
- Weekend Rotation. Participate in weekend rotation and provide coverage on short notice as required for Oracle Cloud Infrastructure.
Qualifications
- Experience. Minimum of 5 years in a technology-related field or subject area.
- Certifications. Cloud Associate/Professional certifications (any cloud provider, OCI preferred). Preferred certifications include.
- Oracle Cloud Platform Identity and Security Management 2021 Certified Specialist
- Oracle Cloud Infrastructure Security 2021 Certified Associate
- Technical Knowledge. In-depth understanding of IaaS and PaaS concepts, including Identity, Compute, and Networking. Proficient knowledge of SSO, SAML, OAuth, Multi-Factor Authentication, and REST APIs.
- Compliance Knowledge. Familiarity with industry compliance and security standards such as HIPAA and ITIL.
Preferred Qualifications
- Education. BS degree in Computer Science, Mathematics, or equivalent experience.
- Support Service Experience. Previous experience in a support service industry is preferred.
- Technical Expertise. Experience in cloud storage, cloud computing, operating systems, or middleware technologies.
Work Schedule & Location
- Location. Based in Bangalore, Hyderabad, or Noida, India.
- Schedule. APAC & EMEA shifts with weekend work and flexible week offs. Availability to support on national and public holidays is required.
Oracle’s Commitment to Diversity
At Oracle, we believe that true innovation begins with diverse perspectives. We are dedicated to expanding our inclusive workforce, ensuring that every voice is heard and valued. We provide a supportive environment where employees can thrive and grow, offering competitive benefits and a commitment to work-life balance.
Join Us!
If you're looking for a challenging and rewarding opportunity to dive deep into cloud technologies and deliver exceptional support experiences, we invite you to apply for the Sr. Support Engineer position at Oracle.