Overview

As a Principal Cloud Support Engineer in OCI Multicloud Support, you will deliver post-sales support and solutions to Oracle customers, acting as their advocate. Resolve non-technical inquiries and technical issues via phone and electronic channels, troubleshooting Electronic Support Services. Serve as the primary customer contact, facilitating relationships and advising internal teams on escalated issues.

Responsibilities

• Provide expert post-sales support for OCI Multicloud services to Oracle customers.
• Resolve non-technical customer inquiries through phone, email, and electronic channels.
• Troubleshoot technical issues related to Electronic Support Services usage.
• Act as primary point of contact, building and maintaining customer relationships.
• Advocate for customer needs within Oracle Support organization.
• Assist internal Oracle employees with diverse customer situations and escalations.
• Facilitate resolution of complex multicloud support cases.
• Collaborate with engineering teams on proactive solutions and improvements.

Qualifications

• 8+ years of experience in cloud support, preferably with OCI or multicloud environments.
• Strong expertise in Oracle Cloud Infrastructure (OCI) services and troubleshooting.
• Excellent problem-solving skills with ability to handle escalated technical issues.
• Proven customer service experience in post-sales support roles.
• Proficiency in electronic support tools, ticketing systems, and diagnostic methods.
• Bachelor's degree in Computer Science, Engineering, or related field.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible work arrangements.
• Professional development and certification reimbursement.
• Retirement savings plan with company matching.