.As a member of the Customer Success Services (CSS) organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves managing and supporting customer environments in the Oracle Cloud Infrastructure (OCI) and providing expert assistance to ensure the optimal performance, availability, and security of customer cloud environments. Your responsibilities include resolving technical issues, performing system monitoring, and collaborating with internal teams to implement best practices. You will also engage with customers to understand their needs, provide training, and deliver exceptional customer service. This position requires strong problem-solving skills, technical proficiency in OCI, and a commitment to enhancing customer satisfaction. As a primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.Responsibilities:Manage and support customer environments in OCI cloud.Design a well-architected cloud deployment in OCI adhering to best practices principles and guidelines.Apply automated configuration management & infrastructure provisioning.Communicate with corporate customers via telephone, written correspondence, and electronic service regarding solutions for technical problems identified in Oracle Cloud products.Manage customer escalations/expectations and ensure timely delivery of high-quality resolutions on technical issues focusing on root cause analysis and prevention.Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.Draw upon all resources at Oracle to advise and consult on the use of Oracle products to avoid future problems.Educate and guide the customer through the problem-solving process.Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.G. Product support, Product development, etc.).Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.Requirements:3+ years of relevant Cloud IAAS & PASS (preferably OCI) experience and ability to communicate effectively.6+ years of overall experience in any domain, preferably Database, system, or network administration.Experience with Cloud Database Services - preferably OCI VMDB, EXACC, EXACS, ADB, ADW, MYSQL, and NOSQL DB.Proven experience in implementing, monitoring, and maintaining Cloud (AWS, AZURE, or OCI) solutions.Cloud Compute: Creation and maintenance of instances, scaling, OS Management Services
