Overview

The Cloud Support Engineer will deliver premium customer support for OCI’s key enterprise clients in Japan, providing white-glove service tailored to their needs. This role involves a 24/7 shift rotation, including evenings, weekends, and holidays. You will communicate in Japanese with customers and in English with internal service, development, and operations teams.

Responsibilities

• Provide 24/7 technical support for OCI cloud services to premium Japanese enterprise customers.
• Troubleshoot and resolve complex cloud infrastructure issues via phone, email, and chat in Japanese.
• Collaborate with internal engineering, development, and operations teams in English to escalate and resolve issues.
• Deliver proactive monitoring, alerting, and incident management for customer environments.
• Document support cases, solutions, and knowledge base articles for continuous improvement.
• Perform root cause analysis and contribute to service reliability enhancements.
• Conduct customer training sessions and best practices workshops in Japanese.
• Ensure compliance with SLAs and maintain high customer satisfaction metrics.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 3+ years of experience in cloud support, IT operations, or systems engineering.
• Fluency in Japanese (business level) and English (professional proficiency).
• Strong knowledge of Oracle Cloud Infrastructure (OCI) or major public clouds (AWS, Azure, GCP).
• Expertise in Linux/Unix systems, networking, and virtualization technologies.
• Experience with scripting (Python, Bash) and monitoring tools (e.g., Grafana, Prometheus).

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• Professional development stipend and certification reimbursement.
• Flexible remote work options with modern home office setup.