About this role
Oracle Cloud Infrastructure (OCI) is seeking a Senior Support Engineer to join our Cloud Customer Support organization. In this role, you will independently investigate and resolve complex cloud and infrastructure challenges, driving customer issues through timely and effective resolution. You will collaborate with Engineering and Operations, mentor fellow engineers, and drive continuous improvements that strengthen service reliability and deliver an exceptional customer experience.
As a Senior Support Engineer, you will serve as a trusted technical interface for OCI customers, applying strong technical judgment and structured troubleshooting to challenging production issues. You will work across cloud infrastructure technologies, analyze technical evidence, identify potential causes, and engage the appropriate teams when an issue requires cross-functional expertise.
You will own customer issues throughout the support lifecycle, maintaining clear and proactive communication while balancing technical depth, urgency, and customer impact. Your work may involve complex or multi-technology scenarios where the resolution path is not immediately known, requiring independent investigation, effective technical judgment, and timely collaboration with subject matter experts to drive issues toward resolution.
Beyond resolving individual incidents, you will contribute to the effectiveness of the broader Support organization by sharing technical knowledge, mentoring engineers, improving troubleshooting practices and documentation, and identifying opportunities to improve support processes and customer outcomes.