Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
Act on behalf of the customer as their cloud operations team, partnering with engineering, platform operations and customer service teams to restore customer availability
Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
Focus on customer restore and communication during service impacting events
Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way
Address support requests that are escalated to our team from other teams within the company
Document customer issues and other relevant details as part of the support you provide
Continually improve skills through work experience and training
Bachelor’s degree, in Computer Science, MIS or another technical field, or equivalent work experience
Customer obsession, passion for delighting customers
Strong understanding of cloud concepts and platforms
Experience in cloud technical support, operations, NOC or similar is preferred but not required
Proven ability to quickly learn new technical domains and then train others
Great verbal and written communication skills
Detailed Description and Job Requirements
Design, develop, troubleshoot and debug software programs for databases, applications, tools, networks etc.
As a member of the software engineering division, you will apply basic to intermediate knowledge of software architecture to perform software development tasks associated with developing, debugging or designing software applications or operating systems according to provided design specifications. Build enhancements within an existing software architecture and occasionally suggest improvements to the architecture.
Duties and tasks are standard with some variation; displays understanding of roles, processes and procedures. Performs moderately complex problem solving with assistance and guidance in understanding and applying company policies and processes. BS degree or equivalent experience relevant to functional area. 1 year of software engineering or related experience.