Cloud Support Engineer

• As a member of the Network Team within Oracle's Cloud Infrastructure (OCI) organization, you will play a key role in delivering reliable and secure connectivity solutions for our customers.
• You'll be working closely with OCI customers to resolve complex network challenges, ensuring they can run their cloud services smoothly and without disruption, ultimately supporting the seamless operation of their businesses.
• This role is part of a team developed with an entrepreneurial spirit and a focus on excellence, providing rock solid cloud solutions that offer high reliability and cost-effectiveness.
• The position is focused on post-sales support; assisting customers to solve and resolve issues they face while using our Cloud services.
• Work is non-routine and very complex, involving the application of advanced technical/business skills in Network management and troubleshooting.
• Career Level - IC2.

Responsibilities

• We are looking for an experienced network support engineer with a strong technical background to help us transform the OCI network.
• As a Network Engineer, you will be responsible for the delivery and operation of critical customers connectivity services.
• You will work with peers, management, and project managers to deliver solutions, maintain network services, and provide escalation support for the Escalations team.
• Have a data-driven mindset/passion.
• 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 support (technical) 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.
• Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way of incident (Service Ticket) lifecycle.
• Focus on support/incidents & issues.
• Document key learnings and other relevant details as part of the support you provide.
• Continually improve skills through work experience and training(s).
• Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems.
• Identify opportunities to automate responses to common operational problems and requests.
• Ensure compliance, configuration and data quality levels are maintained.
• Work with internal stakeholders, external network, and security vendors.
• Document work instructions or procedures.

Experience

Interpersonal

• Good written and verbal English communication skills.
• Effectively communicate with people on both a technical and non-technical level.
• Ability to work with a global, remote workforce.
• Self-motivated professional with the ability to work in a pressured production environment while not compromising on the quality of the service provided.
• A focus on customer service / satisfaction.

Technical

• Bachelor's degree, in Computer Science, MIS or related field.
• 2+ years experience in Infrastructure or related field.
• Experience supporting network and network security technologies, including:
• Protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSL.
• SDWAN.
• Routers and switches such as Cisco Nexus, Juniper MX, and Arista.
• Firewalls such as Fortinet, Juniper, and Palo Alto.
• Load balancers such as F5.
• In-depth knowledge of routing and switching.
• Experience performing regular capacity management functions for network and security components.
• Demonstrated ability to quickly troubleshoot network and network security problems to root cause, to restore service and to identify long term corrective and preventative actions.
• Work jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions.

Preferred Skills

• CCNA / CCNP Security OR Fortinet Network Security Expert (NSE) or equivalent.
• Technical understanding and practical application of network protocols and technology.
• VPN - IPSEC and SSL.
• Firewalls and load balancers, security policy management.
• Network / Security monitoring tools such as: SNMP, MTRG, Prometheus and Grafana etc.
• Technical understanding and practical application of security support.
• Technical understanding and practical application of DevOps.
• Continuous Integration / Continuous Delivery & Deployment Tools.
• Network as Code strategy.
• Familiarity of IaaS/PaaS/SaaS infrastructure/environments.
• Integration technologies (APIs).
• Scripting experience in Ansible, Python, others.