Cloud Customer Operations Engineer Oracle
Seattle, WA

Job Description

Responsible for our production infrastructure, including the servers and services which support our growing client base as well as designing and implementing highly scalable environments. This Engineer works with other teams in the organization and provides infrastructure solutions for their needs. Understands client systems and applications, networking, infrastructure, data centers, web tools and technologies, databases and Cloud, Big Data, Enterprise Resource Planning (ERP), and more.

Design new scalable solutions for fast changing infrastructure environment with complex needs in fields like: configuration deployments, monitoring, and logging. Perform deep drill down analysis into performance bottlenecks and provide necessary fixes. Bring in new ideas, change, evolve, improve and simplify the production infrastructure. Work closely with our development and research teams and provide customer friendly solutions and support. Responsible for working on the design, development, and/or deployment of enterprise supporting systems.

BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics. Working knowledge of software development tools, methodologies, and programming languages. Experience working with external or internal customers to implement large scale solutions, business process architecture, application system design, and implementation. Design and implementation of Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) solutions using a variety of cloud platform services. Highly technical and analytical, possessing significant implementation and operations experience. Identifies solutions in experience of application or server architecture and networking. A minimum of 5 years experience in application or server architecture and networking or related experience.

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.

Job Description

We are building the next generation IaaS cloud and the next generation cloud support experience to go with it. We are hiring a small team of energetic, customer focused Engineers with operations or support experience to build a world-first and best in class customer experience blending customer support, operations and communication disciplines.

You'll be part of a scrappy, distributed team that learns deeply how our cloud platform works so you can help customers through problems they encounter and be the bridge between engineering, operations and the Oracle support organization.

As part of the broader engineering organization, you will act as the voice of the customer to influence product features and plans to improve customer experience. This role is integral to the success of our short and long term customer relationships and is critical to the success of the platform.

Job Responsibilities

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

Requirements

Bachelor's degree, in Computer Science, MIS or another technical field, or equivalent work experience

DNS Networking

Deep cloud understanding

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