Senior Cloud Infrastructure Support Specialist
4 weeks ago
Oracle is seeking a highly skilled Senior Technical Support Engineer to join our team. As a key member of our Support organization, you will be responsible for delivering exceptional customer service and technical assistance to our customers.
Responsibilities- Provide technical support and solutions to customers for Oracle Cloud Services, with a focus on the Oracle Secure Desktop product.
- Facilitate resolution of post-sales technical customer Service Requests electronically and via phone.
- Answer technical questions related to the use and troubleshooting of the Oracle Secure Desktop product.
- Apply troubleshooting techniques to provide unique solutions to our customers' needs.
- Comprehend complex customer heterogeneous environments.
- Resolve issues accurately and in a timely manner to help the team meet expected metrics and Service Level Agreements (SLA).
- Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
- Stay current in Oracle service offerings.
- Evaluate services and processes, and recommend improvements.
- Develop knowledge articles, customer-facing or internal documentation as needed.
- Interface with Oracle's Product Engineering teams as needed.
- Collaborate, communicate, and participate as a team player in a global environment.
- Understanding of cloud services, platforms, technology, migration processes, and tools.
- Knowledge of compute, storage, network, database, analytics on a cloud platform (OCI, AWS, MS Azure, Google Cloud, IBM Cloud, etc.).
- Working knowledge of Linux, MacOS, and Windows operating systems.
- Ability to read and understand Python, HTML, and JavaScript.
- Good understanding of Java errors, especially exception stacks.
- Understanding and ability to describe network concepts such as TCP/IP, IPsec, SSL, VPN, Load Balancing, DNS, routing protocols, SSH.
- Basic understanding of network monitoring/troubleshooting tools and authentication methods (2FA, RSA).
- Knowledge of various authentication methods (2FA, RSA).
- Excellent verbal and written English language communication skills.
- Must be self-motivated and capable of thriving in a self-driven work environment.
- Flexibility to work alternative shifts and occasional on-call or overtime during weekdays, weekends, and public holidays as needed.
- Experience with VirtualBox and Virtual Desktop Infrastructure (VDI) Technology.
- DevOps skills such as Ansible, Kubernetes, and terraforms.
- Azure and Oracle Database Service for Azure.
- Experience creating and using web-based services with RESTful APIs.
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