Company Overview

Oracle Corporation is a global leader in enterprise cloud computing, delivering cutting-edge solutions that power the world's most innovative businesses. With Oracle Cloud Infrastructure (OCI), we provide scalable, secure, and high-performance cloud services trusted by enterprises worldwide. Join us to shape the future of cloud technology at the forefront of innovation.

Position Overview

The Cloud Support Engineer will deliver exceptional customer support for OCI’s premium customers in Japan, providing 'white glove treatment' tailored to their unique needs. This role involves working a 24/7 shift rotation, including evenings, weekends, and public holidays, to ensure uninterrupted service. You will communicate in Japanese with the customer—a large enterprise company—and in English with internal teams such as Service, Development, and Operations. This position offers the opportunity to resolve complex cloud issues while contributing to customer success in a dynamic, high-impact environment.

Key Responsibilities

• Provide proactive, 24/7 technical support to premium OCI customers, resolving complex cloud infrastructure issues efficiently
• Troubleshoot and diagnose problems across OCI services including compute, storage, networking, and database solutions
• Communicate effectively in Japanese with customer stakeholders to understand requirements and deliver tailored solutions
• Collaborate in English with internal teams (Service, Development, Operations) to escalate and resolve technical challenges
• Perform root cause analysis on incidents and implement preventive measures to enhance system reliability
• Monitor customer environments using OCI tools and provide real-time updates on issue status and resolution progress
• Develop and maintain comprehensive documentation for support cases, knowledge articles, and best practices
• Participate in on-call rotations and shift work to ensure continuous coverage for critical customer environments
• Contribute to customer success by recommending optimizations, best practices, and proactive improvements for OCI usage
• Escalate high-priority issues to engineering teams and track resolutions through to completion

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 3+ years of experience in cloud support, IT support, or systems engineering
• Fluency in Japanese (business level, speaking and writing) for customer communication
• Proficiency in English for internal collaboration with global teams
• Strong knowledge of cloud computing concepts, including IaaS, PaaS, and SaaS models
• Experience with Linux/Unix systems administration and troubleshooting
• Familiarity with networking fundamentals (TCP/IP, DNS, VPN, firewalls)
• Ability to work flexible 24/7 shifts, including nights, weekends, and holidays

Preferred Qualifications

• Experience supporting Oracle Cloud Infrastructure (OCI) or comparable public cloud platforms (AWS, Azure, GCP)
• Knowledge of Oracle database technologies (e.g., Oracle Database, Exadata)
• Scripting proficiency in Python, Bash, or PowerShell for automation tasks
• ITIL certification or experience with incident management processes
• Prior experience supporting large enterprise customers in Japan

What We Offer

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance coverage
• Generous paid time off, including vacation, sick leave, and public holidays
• Professional development stipend for certifications and training (e.g., OCI certifications)
• Flexible remote work options with modern home office setup support
• Employee stock purchase plan and retirement savings matching

About the Team

Our OCI Customer Support team in Japan is a diverse group of passionate engineers dedicated to delivering world-class service to enterprise clients. We thrive in a collaborative, fast-paced environment where innovation meets customer obsession. Join a supportive team that values work-life balance, continuous learning, and making a tangible impact on global cloud adoption.