Technical Support Engineer
hace 2 semanas
Qualifications & Requirements:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related engineering field (preferred).
- Technical: Understand the basics of Oracle Cloud Services, Kubernetes, Virtualization, Virtual Cloud Network (VCN), Load Balancer, Gateways, VPN configuration, IAM Services, Single Sign-On (SSO), OAuth, Multi-Factor Authentication (MFA), Access Management, Object and Block Storage, REST API, User and Group Management, DNS configuration, Instance Connectivity using SSH (Linux) and RDP (Windows).
- Non-Technical: Cost estimation, Quota management, Oracle account access assistance, Account sign-up troubleshooting, Oracle product and service queries.
Certifications:
Oracle Cloud Infrastructure Foundations Associate certification (preferred).
- Additional certifications such as AWS Cloud Practitioner or Microsoft Azure Fundamentals are a plus.
Soft Skills:
Excellent written and verbal communication skills.
- Strong problem-solving and analytical thinking abilities.
- Customer-centric approach with patience and empathy.
- Ability to multitask and remain composed under pressure in a fast-paced environment.
Key Responsibilities:
- Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
- Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
- Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and share best practices.
- Continuous Learning & Analytical Skills: Stay updated with cloud technologies, identify support trends, and implement proactive measures to enhance service quality.
- Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
- Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.
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