Sr. Support Engineer - Private Cloud Appliance

???? Location: Bengaluru, Karnataka
???? Full-time | Weekend Availability | Rotational Shift

About Oracle

Oracle provides a comprehensive and integrated stack of cloud applications and platform services, leading the way in hybrid cloud deployment. Join our dynamic team of experts and assist customers worldwide in resolving complex technical issues related to our Private Cloud Appliance (PCA) and Oracle VM technologies.

Job Overview

As a Sr. Support Engineer, you will be the primary technical interface for customers, OEMs, and VARs, delivering post-sales support and solutions. Your focus will be on providing timely assistance, troubleshooting, and ensuring customer satisfaction. You'll work closely with customers and internal Oracle teams, handling escalated issues and ensuring optimal use of Oracle products.

Responsibilities

Customer Support & Interaction

Provide remote technical support to customers for Oracle’s Private Cloud Appliance (PCA) and Oracle VM
Respond to customer inquiries and track service tickets to resolution
Maintain high customer satisfaction through proactive and professional support
Handle escalation requests, ensuring timely resolution
Filing and tracking product defects and enhancement requests
Creation of knowledge documents to aid customers in resolving common issues

Collaboration & Coordination

Work with engineering teams to analyze software defects and propose solutions
Act as a liaison between support, sales, and professional services teams to ensure smooth customer support delivery
Proactively monitor and manage open executive-level escalations

Technical Expertise

Provide end-to-end handling of service tickets for Oracle products
Offer in-depth troubleshooting and root cause analysis for technical issues
Coordinate with development resources to expedite issue resolution

Required Qualifications

Technical Skills

6+ years of experience with Oracle products or 8+ years in related technical support fields
Expertise in Cloud Technologies: Oracle Private Cloud Appliance (PCA), Exadata Cloud at Customer (ExaCC), Oracle Cloud Infrastructure (OCI)
Experience with Oracle Linux, Virtualization, and Network Technologies
Proficiency in Linux OS, virtualization technologies (e.g., Xen, KVM, Docker)
Familiarity with network protocols, network security, and TCP/IP
Storage Knowledge: NFS, iSCSI, and understanding of ZFS storage appliance
Experience with automation tools like Ansible, Terraform, Puppet is a plus

Certifications

Cloud/Cloud technologies certifications (e.g., Oracle Cloud, CCNA, Network certifications) are an advantage

Soft Skills

Strong customer-focused approach with proactive and responsive support
Excellent written and verbal communication skills in English
Strong analytical and troubleshooting skills

Additional Information

Work Schedule

This position may require 24/7 rotational shifts to support customers across JAPAC/EMEA/AMER regions
Availability to work on weekends/holidays as per shift schedule

???? Ready to join a global leader in cloud and hybrid cloud technologies?
???? Apply now and become part of Oracle’s world-class support team!