Senior OCI Secure Desktop Support Engineer

$51,896 - $126,110/Yr

Oracle - Boston, MA

Full-time - Senior

Boston, MA

Publishing Industries

About the position

The Senior Technical Support Engineer at Oracle Cloud Infrastructure (OCI) is responsible for providing exceptional post-sales support for the Oracle Secure Desktop (OSD) product. This role involves resolving technical issues, facilitating customer relationships, and acting as a primary point of contact for customers. The engineer will apply troubleshooting techniques, maintain confidentiality, and collaborate with internal teams to enhance customer satisfaction and service delivery.

Responsibilities

• Serve as the technical interface to customers for resolving issues related to Oracle Cloud Services, focusing on the Oracle Secure Desktop product.
• Facilitate resolution of post-sales technical customer Service Requests electronically and via phone.
• Provide exceptional customer service and technical assistance to internal and external customers.
• Apply troubleshooting techniques to provide unique solutions to customers' needs.
• Comprehend complex customer heterogeneous environments.
• Resolve issues accurately and in a timely manner to meet expected metrics and Service Level Agreements (SLA).
• Assess and prioritize workload, escalating tickets as needed to resolve issues promptly.
• Maintain confidentiality and security regarding customers' accounts and company systems.
• Stay current with Oracle service offerings and evaluate services and processes for improvements.
• Develop knowledge articles and documentation as needed.
• Interface with Oracle's Product Engineering teams as necessary.
• Collaborate and communicate effectively as a team player in a global environment.

Requirements

• Understanding of cloud services, platforms, technology, migration processes, and tools.
• Knowledge of compute, storage, network, database, and analytics on cloud platforms (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.
• Understanding of network concepts such as TCP/IP, IPsec, SSL, VPN, Load Balancing, DNS, routing protocols, and SSH.
• Basic understanding of network monitoring/troubleshooting tools and authentication methods (2FA, RSA).
• Excellent verbal and written English communication skills.
• 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.

Nice-to-haves

• Experience with VirtualBox and Virtual Desktop Infrastructure (VDI) Technology.
• DevOps skills such as Ansible, Kubernetes, and Terraform.
• Experience with Azure and Oracle Database Service for Azure.
• Experience creating and using web-based services with RESTful APIs.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short term disability and long term disability.
• Life insurance and AD&D.
• Supplemental life insurance (Employee/Spouse/Child).
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Flexible Vacation and paid time off.
• 11 paid holidays.
• Paid sick leave with carryover options.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner, and pet insurance.