Provide advanced technical support for Multicloud customer workloads. Troubleshoot and resolve service requests related to network connectivity, VM provisioning, and cross-cloud integrations. Collaborate with partner cloud providers and drive technical analysis for Severity 1 issues.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Technical Support Engineer
Location: Mexico
Mode: Remote
Duration: 1 year of contract with possibility of extension
Job Description:
Provide advanced technical support for Multicloud customer workloads across Oracle Cloud Infrastructure integrated with Microsoft Azure, AWS, and Google Cloud. Responsibilities include triaging and resolving service requests related to network connectivity, offer activation, VM provisioning, and cross-cloud integrations. Engineers will perform deep troubleshooting, collaborate with partner cloud providers, participate in 24×7 coverage rotations, and drive technical analysis for Severity 1 issues to ensure rapid customer impact mitigation.
- Timely investigation and resolution of assigned Multicloud support SRs
- Detailed technical analysis, troubleshooting notes, and documentation updates for each case
- Consistent participation in Severity 1 incident bridge calls and cross-cloud collaborations
- Daily/weekly case progress updates in MOS
- Contribution to runbooks, knowledge articles,Product Improvements and best-practice guides for Multicloud support workflows
Responsibilities:
- Minimum of 4+ years of experience in an infrastructure or cloud-related field.
- Demonstrated hands-on expertise in cloud networking and strong knowledge of cloud computing concepts.
- Practical experience with public cloud platforms (AWS, Azure, GCP, or OCI).
- Prior experience in a technical support role, or proven ability to quickly troubleshoot issues to root cause and restore service.
- Strong written and verbal English communication skills.
- Ability to effectively communicate with both technical and non-technical audiences.
- Proven capability to work within a global, distributed team, with the discipline to operate in a high-pressure production environment while maintaining service quality.
- Demonstrated focus on customer service and satisfaction.