Cloud Engineer - OCI (L2)

The Cloud Engineer – OCI is responsible for providing advanced technical support and troubleshooting for Oracle Cloud Infrastructure (OCI) environments. The role acts as a key escalation point for complex technical issues raised by Level 1 support engineers, ensuring timely resolution while maintaining high service standards and adherence to operational processes.Working closely with customers, internal engineering teams, and Oracle support services, the engineer assists in diagnosing and resolving issues related to cloud infrastructure, networking, security, and platform services. The role also contributes to the development of technical documentation, knowledge sharing across the support team, and the continuous improvement of support processes to enhance service delivery and customer satisfaction.Responsibilities:Handle escalated technical issues from L1 engineersProvide advanced troubleshooting for OCI services and architecturesCreate and maintain technical documentation and runbooksMentor L1 engineers and conduct knowledge transfer sessionsIdentify patterns in customer issues and propose solutionsCollaborate with OCI service teams on complex customer casesParticipate in customer Well-Architected ReviewsRequirementsOracle Cloud Infrastructure Certified Architect Professional (required) and one additional OCI certification2+ years of experience with OCI services in another MSP or vendor support roleStrong knowledge of networking concepts and security best practicesExperience with infrastructure as code (Terraform/Ansible)Proficiency in at least one programming/scripting language (Python, Shell scripting, etc.)Advanced Linux/Windows troubleshooting skillsBachelor's degree in Computer Science or related fieldStrong problem-solving and analytical abilitiesExcellent customer service orientationAbility to work in a fast-paced environmentGood time management and prioritization skillsTeam player with strong collaboration abilities