Senior Cloud Infrastructure Support Specialist

4 weeks ago


Cheyenne, Wyoming, United States Oracle Full time
Job Description

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.
Requirements
  • 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.
Preferred Skills
  • 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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