.**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