For those who want a challenge, want to dive in deep and learn the technologies our products are built on, and love to provide customers with the exact experience that you would expect in their shoes, this is the position for you. You will be surrounded by likeminded team members that are passionate about cloud computing and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job.

Summary of Responsibilities:

• Provide exceptional customer service, technical assistance, and training to internal and external customers.
• Learn, Support, and use groundbreaking technologies.
• Prompt and accurate response to questions from customers in the chat lines/Ticketing tool as well as technical Forums.
• Apply troubleshooting techniques to provide unique solutions to our customers` needs.
• Assess customer priority, advances as necessary through proper channels to resolve issues in a timely manner.
• Resolve issues timely and accurately and update customers through MOS/Chat/Forums.
• Maintain the highest level of confidentiality and security regarding our customers` accounts, assigned company equipment, and company systems.
• Participate in weekend rotation for Oracle Cloud Infrastructure as coverage is needed, sometimes on short notice.
• Prepare evaluations of services or processes and recommend improvements based on the frequent queries in the technical forum.
• Develop customer-facing or internal documentation on an as-needed basis.
• Communicate customer needs and wishes to leadership team.
• Should have a passion for technology and troubleshooting complex customer problems.
• Should be able to communicate effectively with other team members as well as members of the cross functional teams.

Skills and experience:

•  Minimum of Five years of experience in a technology related field or subject area
• * Cloud Associate/Professional Certifications(s). (Any Cloud Provider, OCI-preferred)
• * Oracle Cloud Platform Identity and Security Management 2021 Certified Specialist (Preferred)
• * Oracle Cloud Infrastructure Security 2021 Certified Associate (Preferred)
• * In-depth understanding on IaaS, PaaS Concepts: Identity, Compute and Networking
• Specifically have a depth knowledge of SSO , SAML and OAuth, Identity Fusion integration, Multi-Factor Authentication, Rest APIs, Identity Providers.
• * Familiarity with industry compliance and security standards including HIPAA, ITIL   

Preferred experience:

• BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics
• Previous experience in a Support Service industry is preferred.
• Experienced in one or more of the following areas: Cloud Storage, Cloud Computing, Operating Systems, Middleware etc.

Location & Schedule:

• The position is based in Bangalore, Hyderabad, Noida-India and requires you to work from office.
• APAC & EMEA Shifts with weekends working and week offers could be other than Saturday and Sunday. You should be willing to support on national holidays and public holidays.
• This is a fulltime, permanent position.

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.

Career Level - IC3