OCI Cloud Support Engineer - Identity Cloud Services

OCI Cloud Support Engineer - Identity Cloud Services at Oracle in Boise, Idaho, United States Job Description Job Description Oracle Cloud Infrastructure (OCI) is building the next generation IaaS cloud service along with providing a world class cloud support experience. We are building a team of energetic, customer-focused service operations engineers to blending system admin, incident command, customer support and NOC engineering disciplines. You'll be part of a dynamic team that learns broadly how our cloud platform works so you can be the bridge between product engineering and our partners. As part of the broader Engineering organization, you will act as the voice of the customer to influence product features and plans to improve the customer experience. This role is integral to the success of our customer relationships and is critical to the success of the platform. The team works on three major tasks: troubleshooting based on customer requests ('Service request'), incident management if there is an internal technical trouble that might affect the customer, and gate-keeping changes for the customer's dedicate region. Career Level - IC3 Responsibilities Job Responsibilities + Provides customer support, troubleshooting highly complex (Cloud/IaaS/PaaS/Database) technical problems by working with Service teams. Triages issues if it needs to be handled by service teams, and works with service teams to provide solutions to customers on time. + Works directly with customers to resolve technical issues via fastest options, tracking status updates via support ticketing tools. e.g. My Oracle Support (MOS) & JIRA. + Represents customer on highly sensitive and escalated issues and bridge calls. + Consults with Customers on complex use of Oracle products. + Knowledge transfer through development and delivery of training, knowledge sessions, coaching and mentoring. + Creates and reviews Knowledge Articles and Runbooks. + Analyses workload, determines best practices and implements changes to improve productivity. + Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities. + Extensive collaborations with large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers and Partners teams. + Act as Customer advocate, ensuring the best customer experience at all times. Must be a U.S. Citizen. Visa Sponsorship is not available for this position. Requirements + Bachelor's degree, in Compute To view full details and how to apply, please login or create a Job Seeker account