Cloud Support Engineer

hace 2 semanas

Mexicali, México Puresoftware Limied A tiempo completo

**Base Location: Mexico (All location)
- Remote**
**Experience Required: 1+ Years**
**Interview Round: 3**
**Role**:
We are looking for Cloud Technical Engineer(s) to join our OCI tech support group, who are customer focused with technical support experience to build a world-first and best in class customer experience. You will be responsible for post-sales support, assisting customers to troubleshoot and resolve issues they face while using OCI cloud services. A Cloud TSE will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different cloud infrastructure services and follow standard procedures to escalate unresolved issues to appropriate internal departments.

**Responsibilities**:

- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Enable Oracle support to resolve customer issues through sharing best practices and direct resolution
- Build and maintain excellent relationships with customers and achieve the highest level of CSAT- Proactively monitor customer issues until they are fully resolved, keeping the customer informed alongthe way of incident (Service Ticket) lifecycle from assignment till closing
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Work as part of a team and collaborate with engineering and other technical support professionals
- Provide prompt and accurate feedback to customers
- Providing Cloud Infrastructure technical support on Oracle Cloud Infrastructure
- Ensure proper updates, recording and closure of all issues
- Prepare accurate and timely KPI reports
- Document knowledge in the form of knowledge base tech notes and articles
- Continually improve skills through work experience and training(s)
- Follow the SLA for issues with respect to the severity.**Job Requirements**- Bachelor’s degree, in Information Technology, Computer Science or equivalent
- 2+ years’ experience in cloud infrastructure or related field
- Proven working experience in enterprise technical support, IT support or as a technical engineer
- In-depth knowledge of the infrastructure, Windows, Linux, Networking & Storage
- Customer obsession, passion for delighting customers
- Strong understanding of cloud concepts and troubleshooting skills
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Proven ability to quickly learn new technical domains and train others
- Should be flexible to work in 24x7 rotational shifts and on call schedule
**Preferred Technical Qualifications and Skills**- Cloud Associate/Professional Certifications(s) on any Cloud Provider
- In-depth understanding on IaaS Concepts: Compute, Networking and Storage
- Should have strong experience in any one of the Cloud OCI/AWS/AZURE- Skills: Compute, Networking and Storage, ID & Access Management (IAM), Cloud Assist (Meeting, Billing& monitoring), Customer Account Management (Tenant IAM, Account Limit Setup, Customer Requests
Total Experience:
Relevant experience in Cloud support if yes please explain:
Current Salary
:Expected Salary:
Joining time (Mention if Buyout or LWD available):
Qualification (Should be Graduated): Yes/No
English proficiency: (beginner/Professional/Excellent)
Availability for 1st Round on weekdays : (Yes/no)
Reason for change:
Preferred Location :Offer (If any):
Tipo de puesto: Tiempo completo

Salario: $15,000.00 - $40,000.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- Apoyo para estudios
- Seguro de vida

Tipos de compensaciones:

- Bono de permanencia

Educación:

- Licenciatura terminada (Deseable)

Idioma:

- Inglés (Obligatorio)

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