Cloud Support Engineer

Job Description The Technical Support Engineer you are responsible for providing timely and accurate technical assistance to Oracle Cloud customers through live chat. This role involves troubleshooting and resolving technical issues related to Oracle Cloud Infrastructure (OCI) services, ensuring seamless customer experience, and maintaining high satisfaction levels. The engineer will work closely with internal teams to resolve escalations and contribute to knowledge sharing within the support organization.

Responsibilities :

• Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
• Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
• Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and share best practices.
• Continuous Learning & Analytical Skills: Stay updated with cloud technologies, identify support trends, and implement proactive measures to enhance service quality.
• Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
• Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.

Qualifications Career Level - IC2

About Us Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.