Technical Analyst 2-Support

Oracle Cloud Infrastructure (OCI) is building the next generation IaaS cloud service along with providing a world-class cloud support experience. They are building a team of energetic, customer-focused service operations engineers blending system admin, incident command, customer support, and NOC engineering disciplines. As part of the broader Engineering organization, you will act as the voice of the customer to influence product features and plans to improve the customer experience. This role is integral to the success of customer relationships and critical to the platform's success.

The team works on three major tasks:

1. Troubleshooting based on customer requests ("Service request")
2. Incident management for internal technical issues that might affect customers
3. Gate-keeping changes for the customer's dedicated region

Responsibilities include:

• Providing customer support and troubleshooting complex technical problems
• Working directly with customers to resolve issues via support ticketing tools
• Representing customers on sensitive and escalated issues
• Consulting with customers on complex use of Oracle products
• Analyzing workload and implementing best practices
• Collaborating with various stakeholders including Service & Development, Incident Management, Operations, Account Management, Customers, and Partners teams
• Participating in a shift rotation (including weekends and nights)
• Acting as a customer advocate to ensure the best customer experience

Requirements:

• Bachelor's degree in Computer Science or equivalent work experience
• 3-5 years of total experience, preferably in cloud technical support and operations
• Strong understanding of cloud concepts and platforms
• Excellent verbal and written communication skills in both Japanese (N2+ or 3+ years work experience in Japan) and English
• Customer-focused mindset and ability to quickly learn new technical domains
• Experience with Linux and system administration is preferred

This role offers unique opportunities for smart, hands-on engineers to solve difficult problems in distributed highly available services and virtualized infrastructure. The position requires a 24/7 shift rotation and is based in Japan.