Cloud Support Engineer

About the Role: Cloud Support Engineer at Oracle

As a Cloud Support Engineer at Oracle, you will be a key player in providing exceptional technical assistance to Oracle Cloud customers through live chat. This role is crucial for ensuring a seamless customer experience and high satisfaction levels by expertly troubleshooting and resolving technical issues related to Oracle Cloud Infrastructure (OCI) services.

Key Responsibilities

• Technical Cloud Support & Troubleshooting: Deliver timely and precise technical assistance to customers utilizing Oracle Cloud services. Investigate, diagnose, and resolve technical issues, collaborating effectively with cross-functional teams to identify comprehensive solutions.
• Customer Engagement & Relationship Building: Cultivate strong, positive customer relationships by consistently providing exceptional support and demonstrating a deep understanding of their unique needs and challenges.
• Knowledge Management & Documentation: Actively contribute to the maintenance of an up-to-date knowledge base, thoroughly documenting solutions, best practices, and insights to empower both customers and internal teams.
• Continuous Learning & Analytical Skills: Remain current with the latest cloud technologies, proactively identify emerging support trends, and implement preventative measures to continuously enhance service quality and efficiency.
• Feedback and Improvement: Provide valuable feedback to improve the overall customer experience and collaborate with various teams to drive continuous service enhancements and innovations.
• Escalation Handling & Metrics Reporting: Efficiently manage customer escalations, maintain accurate records of issues and resolutions, and provide insightful data for ongoing service improvement initiatives.

Qualifications

This position is designated for a Career Level - IC2 individual.

About Oracle

Oracle is at the forefront of bringing together essential data, infrastructure, applications, and expertise, driving everything from industry innovations to life-saving care. With cutting-edge AI integrated across its products and services, Oracle empowers customers to transform promises into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

Oracle believes true innovation thrives when everyone is empowered to contribute. The company is committed to fostering a diverse workforce that promotes opportunities for all, offering competitive benefits including flexible medical, life insurance, and retirement options. Employees are also encouraged to give back to their communities through various volunteer programs.

Oracle is dedicated to inclusivity for people with disabilities at all employment stages. For accessibility assistance or accommodation, contact accommodation-request_mb@oracle.com or call 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer, considering all qualified applicants without discrimination based on race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans’ status, or any other legally protected characteristic. Oracle also considers qualified applicants with arrest and conviction records in accordance with applicable law.

Key skills/competency

• Oracle Cloud Infrastructure OCI
• Technical Support
• Troubleshooting
• Customer Service
• Live Chat Support
• Cloud Technologies
• Problem Diagnosis
• Knowledge Base Management
• Escalation Management
• Analytical Skills