The Cloud Support Engineer will provide Customer Support for OCI’s restricted UK Public Sector realm. UK Government Security Clearance will be required for this position.

PRE-REQUISTES:

Please ensure you meet this criteria, prior to applying for this position:

• UK National / British Citizen – candidate must hold a UK Passport.
• UK Resident – candidate must reside in UK.
• UK Government Security Clearance (this role will be subject to the candidate successfully obtaining SC Security Clearance).
• Ability to work additional hours on top of your core hours, providing on-call support during evenings, weekends and public holidays on a regular on-call rota system. This is subject to the 24/7 support service requirements. You will receive additional payments to be on-call and for any time worked, with increased rates for weekends and public holidays.

Job Description:

Oracle Cloud Infrastructure (OCI) is building the next generation IaaS cloud service along with providing a world class enterprise cloud support experience. We are building a team of energetic, client facing customer support engineers. You’ll be part of a dynamic team that learns broadly how our cloud platform works so you can be the bridge between customers/partners, product engineering, technical operations, incident management, customer account management and cloud architects.

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.

This role will support Oracle’s dedicated UK Government Realm.

Job Responsibilities:

• Provides customer support, troubleshooting highly complex (Cloud/IaaS/PaaS/Database) technical problems requiring high level of technical expertise and attention to detail.
• 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.
• Attends customer meetings to provide reporting and support status updates.
• Consults with Customers on complex use of Oracle products.
• Knowledge transfer through development and delivery of training, knowledge sessions, coaching and mentoring.
• Creation and review of 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.
• Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals.
• 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.
• Lead team initiatives and goals.
• Actively develop and mentor others.
• Impact how support is structured and operates.
• Define support processes and training.
• Proactively drive best practices across the organization.
• Participates in a shift rotation. 

Requirements:

• UK National, Resident with the ability to maintain a UK government security clearance.
• Bachelor’s degree, in Computer Science, or equivalent work experience.
• Client facing experience supporting enterprise customers.
• Customer obsession, passion for delighting customers.
• Experience in cloud technical support. e.g. OCI/AWS/Azure/GCP
• Experience with Linux and system administration.
• Proven ability to quickly learn new technical domains and then train others.
• Great verbal and written communication skills.
• Strong understanding of cloud concepts and platforms.
• Attention to detail.

The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

We offer unique opportunities for smart, hands-on engineers with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer’s business critical applications.

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer