Cloud Hosting Support Specialist

hace 4 días


Zapopan, Jalisco, México Oracle A tiempo completo

Company Overview: At Oracle, we're passionate about delivering exceptional customer experiences and innovative cloud solutions. Our Cloud Central team is a collaborative environment that thrives on teamwork, creativity, and customer-centricity.

About the Role: We're seeking an experienced Cloud Hosting Support Specialist to join our team. As a key member of our support organization, you'll be responsible for providing top-notch technical assistance to our customers.

Job Description: The ideal candidate will have a strong background in supporting or implementing SaaS products, with a focus on cloud hosting services. Your expertise should include networking administration, program management, and incident/request/change management processes.

Responsibilities:

  • Develop long-term strategies for continuous improvement of cloud hosting services
  • Identify and adopt best practices to enhance the cloud hosting experience
  • Author and contribute to customer-facing user guides and knowledge articles
  • Partner with operations, development, and CoE teams to drive solutions reducing customer contact with Oracle Support
  • Drive standard root cause analysis and defect/enhancement tracking across all technical teams and compliance tracking
  • Develop standards and controls to reduce release defects and regression
  • Environment refreshes, activating & provisioning SaaS Cloud accounts & environments, IP Allowlisting setup, Environment resizing setup, Language Pack installation setup, SaaS account creation & password resets, Sign-on problems including Single Sign On (SSO), VPN setup & configuration, some types of networking issues collaborating with Cloud Operations & Networking teams, Migration related issues from one data center to another

Required Skills and Qualifications: A bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, Math, or Physics, or equivalent experience; 7-10 years of experience supporting or implementing SaaS products; 2-3 years of networking administration experience; 3-4 years of program management experience; Excellent written and verbal communication skills; High attention to detail, problem-solving, and analytical skills; Strong ability to solve operational problems, identify and automate common routines, good knowledge on Incidents/Request and Change Management process, high degree of professionalism, integrity, and helpfulness; Experience with cloud products and cloud infrastructure.

Career Level: IC3

Estimated Salary: $120,000 - $180,000 per annum

Bonus and Benefits: Competitive bonus structure, comprehensive benefits package including medical, dental, vision, 401(k) matching, paid time off, and opportunities for professional growth and development.



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