Overview

The Cloud Support Engineer 3 provides premium customer support for OCI’s large enterprise customers in Japan, delivering white-glove service on a 24/7 shift rotation including evenings, weekends, and holidays. This role requires fluent Japanese communication with customers and English with internal service, development, and ops teams. Tailor support to meet unique customer needs in a high-stakes environment.

Responsibilities

• Provide 24/7 technical support for OCI cloud services to premium Japanese enterprise customers.
• Troubleshoot complex issues in compute, storage, networking, and database services.
• Communicate effectively in Japanese with customers and in English with global internal teams.
• Perform root cause analysis and collaborate with engineering teams on resolutions.
• Document incidents, solutions, and knowledge base articles for continuous improvement.
• Monitor customer environments proactively to prevent service disruptions.
• Escalate critical issues and coordinate with development for product enhancements.
• Deliver tailored training and best practices to optimize customer cloud usage.

Qualifications

• 5+ years of experience in cloud support, systems administration, or DevOps.
• Fluency in Japanese (business level) and English (written and spoken).
• Deep knowledge of Oracle Cloud Infrastructure (OCI) or major public clouds (AWS, Azure, GCP).
• Strong expertise in Linux/Unix, networking, and virtualization technologies.
• Experience with scripting (Python, Bash) and automation tools.
• Ability to work flexible 24/7 shifts including nights, weekends, and holidays.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• Professional development and Oracle certification support.
• Flexible remote/hybrid work options in Tokyo.