Principal Customer Operations Engineer - Cloud

  • Company: Oracle
  • Posted: August 21, 2016
  • Reference ID: 16000XTN
Principal Customer Operations Engineer - Cloud Preferred Qualifications

Oracle Public Cloud Infrastructure
Cloud Customer Operations Engineer
Seattle, WA

Job Description
We are building the next generation IaaS cloud and the next generation cloud support experience to go with it. We are hiring a small team of energetic, customer focused Engineers with operations or support experience to build a world-first and best in class customer experience blending customer support, operations and communication disciplines.
You'll be part of a scrappy, distributed team that learns deeply how our cloud platform works so you can help customers through problems they encounter and be the bridge between engineering, operations and the Oracle support organization.
As part of the broader engineering organization, you will act as the voice of the customer to influence product features and plans to improve customer experience. This role is integral to the success of our short and long term customer relationships and is critical to the success of the platform.

Job Responsibilities
Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
Act on behalf of the customer as their cloud operations team, partnering with engineering, platform operations and customer service teams to restore customer availability

Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
Focus on customer restore and communication during service impacting events

Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way
Address support requests that are escalated to our team from other teams within the company
Document customer issues and other relevant details as part of the support you provide
Continually improve skills through work experience and training

Bachelor's degree, in Computer Science, MIS or another technical field, or equivalent work experience
Customer obsession, passion for delighting customers
Strong understanding of cloud concepts and platforms
Experience in cloud technical support, operations, NOC or similar is preferred but not required
Proven ability to quickly learn new technical domains and then train others
Great verbal and written communication skills
Design, develop, troubleshoot and debug software programs for databases, applications, tools, networks etc.

As a member of the software engineering division, you will take an active role in the definition and evolution of standard practices and procedures. Define specifications for significant new projects and specify, design and develop software according to those specifications. You will perform professional software development tasks associated with the developing, designing and debugging of software applications or operating systems.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Recommends and justifies major changes to existing products/services/processes. BS or MS degree or equivalent experience relevant to functional area. 8 more years of software engineering or related experience.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

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