Senior OCI Secure Desktop Support Engineer

Are you a hands-on engineer with the expertise to solve difficult problems, having passion for cloud computing, strong interpersonal skills, and a desire to learn? Are you ready to dive deep into the latest cloud technologies? If the answer is yes, come and join us and create the future!  The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

Our Oracle Support organization is hiring a Senior Technical Support Engineer for our exciting, newly released product that allows customers to deploy Virtual Desktop Infrastructure (VDI) easily and quickly, right out of their Oracle Cloud Infrastructure (OCI) tenancies. VDI technology allows all compute and storage to reside inside the corporate intranet, while only desktop pixels are shown to the client user through their local machine’s display. The security risk of the client machine is now greatly reduced because sensitive data doesn’t leave the virtual client machine inside the company’s data center.As a member of the Support 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 resolving post-sales technical questions and issues regarding the use of and troubleshooting for our Electronic Support Services. 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. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Career Level - IC3

As a Senior Technical Support Engineer, you will be the technical interface to customers for the resolution of problems related to the use of Oracle Cloud Services, with focus on the Oracle Secure Desktop (OSD) product.  

In this position you will facilitate resolution of post-sales technical customer Service Requests electronically and via phone.  You will also answer technical questions related to the use and troubleshooting of the Oracle Secure Desktop product.

Essential functions (What you will do)

Provide exceptional customer service and technical assistance to internal and external customers.

Apply troubleshooting techniques to provide unique solutions to our customers' needs.

Comprehend complex customer heterogeneous environments.

Resolve issues accurately, and in a timely manner, to help the team meet expected metrics and Service Level Agreements (SLA).

Assess and prioritize workload, escalate tickets as needed through proper channels to resolve issues in a timely manner.

Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.

Stay current in Oracle service offerings.

Evaluate services and processes, and recommend improvements.

Develop knowledge articles, customer-facing or internal documentation as needed.

Interface with Oracle's Product Engineering teams as needed.

Collaborate, communicate, and participate as a team player in a global environment.

Facilitate excellent customer interactions and display excellent organizational skills.

 

Required Skills and Experience

Understanding of cloud services, platforms, technology, migration processes and tools. 

Knowledge of compute, storage, network, database, analytics on a cloud platform (OCI, AWS, MS Azure, Google Cloud, IBM Cloud, etc.).

Working knowledge of Linux, MacOS and Windows operating systems.

Ability to read and understand python, HTML and JavaScript.

Good understanding of Java errors especially exception stacks is .

Understanding and ability to describe network concepts such as TCP/IP, IPsec, SSL, VPN, Load Balancing, DNS, routing protocols, SSH.

Basic understanding of network monitoring / troubleshooting tools and authentication methods (2FA,RSA). 

Knowledge of various authentication methods (2FA, RSA).

Excellent verbal and written English language communication skills.

Must be self-motivated and capable of thriving in a self-driven work environment.

Flexibility to work alternative shifts and occasional on-call or overtime during weekdays, weekends and public holidays as needed.

 

Desired Skills (preferred)

Experience with VirtualBox and Virtual Desktop Infrastructure (VDI) Technology.

DevOps skills such as Ansible, Kubernetes and terraforms.

Azure