Company Overview

Oracle Corporation is a global leader in enterprise cloud computing, delivering cutting-edge technologies that power the world's most innovative businesses. With a comprehensive suite of cloud applications, platform services, and infrastructure, Oracle helps organizations drive digital transformation and achieve operational excellence. Join us in Mexico to be part of a dynamic team shaping the future of cloud technology.

Position Overview

The Technical Support Engineer – Chat role at Oracle Cloud Infrastructure (OCI) focuses on delivering exceptional technical support to customers via live chat channels. This position requires troubleshooting complex issues related to OCI services, ensuring rapid resolution and high customer satisfaction. The engineer will collaborate with global support teams and product engineering to escalate and resolve advanced problems, contributing to Oracle's commitment to seamless cloud experiences.

Key Responsibilities

• Provide real-time technical support to Oracle Cloud customers through live chat, resolving issues related to OCI services including compute, storage, networking, and database solutions.
• Troubleshoot and diagnose technical problems using diagnostic tools, logs, and OCI monitoring dashboards to identify root causes efficiently.
• Deliver clear, accurate, and customer-friendly explanations of technical issues and resolutions via chat interface.
• Escalate complex issues to senior engineers or product teams, tracking progress and ensuring timely closure.
• Maintain detailed case records in Oracle's support ticketing system, including root cause analysis and resolution steps.
• Contribute to knowledge base articles and chat scripts to improve self-service options and team efficiency.
• Monitor customer satisfaction metrics and follow up on resolved cases to ensure ongoing success.
• Collaborate with cross-functional teams, including product development and sales, to address systemic issues and enhance OCI reliability.
• Participate in on-call rotations to support critical customer incidents outside standard business hours.
• Stay updated on OCI product releases, features, and best practices to provide proactive support guidance.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2+ years of experience in technical support, IT operations, or cloud infrastructure support.
• Strong understanding of cloud computing concepts, including IaaS, PaaS, and SaaS models.
• Proficiency in Linux/Unix systems administration and scripting (Bash, Python).
• Experience troubleshooting networking protocols (TCP/IP, DNS, VPN) and storage systems.
• Excellent written communication skills in English and Spanish for effective chat-based interactions.
• Ability to work in a fast-paced environment with excellent problem-solving and analytical skills.
• Familiarity with support tools such as ticketing systems (e.g., ServiceNow, Zendesk) and remote diagnostics.

Preferred Qualifications

• Hands-on experience with Oracle Cloud Infrastructure (OCI) or other major cloud platforms (AWS, Azure, GCP).
• Knowledge of Oracle database technologies (e.g., Oracle Database, Autonomous Database).
• Experience with containerization technologies like Docker and Kubernetes.
• Relevant certifications such as OCI Foundations Associate, AWS Certified Cloud Practitioner, or RHCSA.
• Prior experience in a 24/7 support environment or chat-based customer support roles.

What We Offer

• Competitive salary and performance-based bonuses reflective of Mexico market standards.
• Comprehensive health, dental, and vision insurance coverage for employees and dependents.
• Generous paid time off, including vacation, sick leave, and statutory holidays.
• Professional development opportunities with access to Oracle University training and certifications.
• Flexible work arrangements, including hybrid options and modern office facilities in Mexico.
• Employee stock purchase plan and retirement savings matching program.

About the Team

Our OCI Support team in Mexico is a diverse, high-energy group of technical experts dedicated to customer success in the cloud era. We foster a collaborative culture with regular knowledge-sharing sessions, hackathons, and global town halls. Join us to work with passionate professionals who value innovation, work-life balance, and making a tangible impact on Oracle's cloud customers worldwide.