Overview

As a Senior Cloud Support Engineer in Oracle's Support organization, you will deliver post-sales support and innovative solutions to our global customer base in Mexico. Serving as a key advocate for customer needs, you will troubleshoot complex cloud issues and drive customer success. Join us to leverage your expertise in a dynamic environment focused on Oracle Cloud excellence.

Responsibilities

• Provide advanced technical support for Oracle Cloud Infrastructure (OCI) services, resolving complex customer issues efficiently.
• Diagnose and troubleshoot cloud platform problems, including compute, storage, networking, and database services.
• Collaborate with engineering teams to escalate and resolve critical bugs, ensuring timely fixes and patches.
• Develop and maintain knowledge base articles, runbooks, and support documentation for cloud products.
• Monitor customer environments using OCI tools to proactively identify and mitigate potential issues.
• Deliver remote and on-site support, mentoring junior engineers and conducting customer training sessions.
• Analyze support trends to recommend product improvements and contribute to service reliability enhancements.
• Ensure compliance with SLAs, maintaining high customer satisfaction through effective communication and follow-up.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field; advanced certifications preferred.
• 5+ years of experience in cloud support, DevOps, or systems engineering, with Oracle Cloud expertise.
• Strong proficiency in Linux/Unix, networking, and scripting (Python, Bash).
• Hands-on experience with OCI, AWS, Azure, or similar cloud platforms and virtualization technologies.
• Excellent problem-solving skills and ability to handle high-pressure situations with customers.
• Fluency in English and Spanish; strong communication and customer-facing skills required.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance coverage.
• Generous paid time off, including vacation and holidays.
• Professional development with Oracle certifications and training programs.
• Flexible remote work options and modern office in Mexico.