Overview

As a Senior Cloud Support Engineer in OCI Multicloud Support, you will deliver post-sales support and solutions to Oracle customers, acting as their primary advocate. Resolve non-technical inquiries and technical issues via phone and electronic channels while facilitating relationships between customers and internal teams. Provide expert advice on Electronic Support Services troubleshooting and escalated customer situations.

Responsibilities

• Handle post-sales non-technical customer inquiries via phone, email, and electronic support tools.
• Troubleshoot technical issues related to OCI Multicloud and Electronic Support Services.
• Serve as the primary point of contact for customer support needs and escalations.
• Advocate for customer requirements within Oracle's support organization.
• Facilitate strong relationships between customers and internal Oracle teams.
• Provide guidance to internal employees on diverse customer situations.
• Resolve escalated issues efficiently to ensure high customer satisfaction.
• Contribute to continuous improvement of support processes and tools.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field.
• 5+ years of experience in cloud support, IT support, or customer-facing technical roles.
• Strong knowledge of Oracle Cloud Infrastructure (OCI) and multicloud environments.
• Proficiency in troubleshooting cloud services, networking, and support tools.
• Excellent communication skills with experience handling phone and electronic support.
• Ability to manage escalations and collaborate across cross-functional teams.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement savings plan.
• Generous paid time off and flexible work arrangements.
• Professional development opportunities and tuition reimbursement.