Cloud Support Engineer

Role Overview: As a Technical Support Engineer at Oracle Cloud, your primary responsibility is to provide timely and accurate technical assistance to customers through live chat. You will troubleshoot and resolve technical issues related to Oracle Cloud Infrastructure (OCI) services, ensuring a seamless customer experience and maintaining high satisfaction levels. Collaboration with internal teams to resolve escalations and contribute to knowledge sharing within the support organization is a crucial aspect of this role. Key Responsibilities: - Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using Oracle's 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 sharing 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 Additional Details: Oracle, a world leader in cloud solutions, utilizes cutting-edge technology to address current challenges. With over 40 years of experience, Oracle continues to thrive by operating with integrity and partnering with industry leaders across various sectors. Oracle is dedicated to fostering an inclusive workforce that promotes opportunities for all individuals. Employees can expect global opportunities with a focus on work-life balance. Competitive benefits such as flexible medical, life insurance, and retirement options are offered to support the well-being of employees. Oracle also encourages community engagement through volunteer programs. The company is committed to including individuals with disabilities in all stages of the employment process. If you require accessibility assistance or accommodation for a disability, please contact Oracle via email at accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.,