Technical Support Engineer

hace 2 semanas


Ciudad de México, Ciudad de México Oracle A tiempo completo

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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