Company Overview

Oracle Corporation is a global leader in enterprise cloud computing, delivering cutting-edge infrastructure, database, and application services that power thousands of the world's largest organizations. With a commitment to innovation and customer success, Oracle's Oracle Cloud Infrastructure (OCI) provides scalable, secure, and high-performance solutions for modern workloads. Join us in transforming how businesses operate in the cloud era.

Position Overview

As a Senior Cloud Support Engineer in the OCI Multicloud Support organization, you will deliver exceptional post-sales support and solutions to Oracle's diverse customer base, acting as their primary advocate within the company. Your role involves resolving non-technical inquiries via phone and electronic channels, as well as troubleshooting complex technical issues related to Electronic Support Services and multicloud environments. You will serve as a key point of contact, facilitating strong customer relationships and providing expert guidance to internal Oracle teams on escalated issues and diverse customer scenarios.

Key Responsibilities

• Provide post-sales support for OCI multicloud customers, resolving non-technical inquiries through phone, email, and web portals efficiently.
• Troubleshoot and resolve technical issues related to Electronic Support Services, including diagnostics, root cause analysis, and solution implementation.
• Serve as the primary point of contact for customers, building and maintaining strong relationships while advocating for their needs internally.
• Collaborate with cross-functional teams to escalate and resolve complex multicloud support cases involving OCI integrations.
• Deliver proactive advice and assistance to internal Oracle employees on customer situations, best practices, and issue resolution strategies.
• Analyze customer feedback and usage patterns to identify trends, recommend improvements, and enhance support processes.
• Develop and maintain comprehensive knowledge base articles, troubleshooting guides, and support documentation for multicloud services.
• Monitor support tickets, prioritize workloads, and ensure timely resolution within SLAs to maximize customer satisfaction.
• Participate in on-call rotations to handle critical issues and provide 24/7 support coverage for high-priority multicloud customers.
• Conduct customer training sessions and workshops on OCI multicloud features, tools, and best practices.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 5+ years of experience in cloud support, technical support, or customer-facing roles within enterprise software environments.
• Strong proficiency in cloud technologies, including OCI, AWS, Azure, or Google Cloud, with hands-on multicloud experience.
• Proven track record of troubleshooting complex technical issues, including networking, compute, storage, and identity services.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders via phone and written channels.
• Experience with support tools such as ticketing systems (e.g., ServiceNow, Zendesk), remote diagnostics, and log analysis.
• Demonstrated customer service orientation, with a focus on empathy, problem-solving, and achieving high satisfaction metrics.
• Ability to work in a fast-paced environment, managing multiple priorities and adhering to SLAs.

Preferred Qualifications

• Advanced certifications such as Oracle Cloud Infrastructure Architect Associate, AWS Certified Solutions Architect, or equivalent.
• Experience supporting multicloud architectures, hybrid cloud deployments, and container orchestration (e.g., Kubernetes).
• Familiarity with Oracle products like Oracle Database, Fusion Applications, or Electronic Support Services.
• Scripting and automation skills using Python, Bash, or PowerShell for support automation.
• Prior experience in a senior support role, mentoring junior engineers, or leading support initiatives.

What We Offer

• Competitive salary and performance-based bonuses in a hybrid work model in Nashville, TN.
• Comprehensive health, dental, and vision insurance with low employee premiums.
• 401(k) retirement savings plan with generous company matching contributions.
• Flexible time off, including unlimited PTO and paid parental leave.
• Professional development stipend for certifications, training, and conferences.
• Exclusive Oracle perks, including wellness programs, employee stock purchase plan, and onsite fitness facilities.

About the Team

The OCI Multicloud Support team is a dynamic group of cloud experts dedicated to ensuring customer success across hybrid and multicloud environments. We thrive on collaboration, innovation, and a shared passion for solving challenging technical problems at scale. Join a supportive culture where your expertise directly impacts Oracle's largest customers and drives the future of cloud support.