Senior Support Engineer – Oracle Cloud Infrastructure (OCI)

Experience:
6+ years of overall professional experience, including at least 4 years of relevant technical experience

Location:
Bengaluru, India Employment Type: Full-time, permanent Work Schedule: Assigned shifts, including rotational weekend and holiday coverage, based on business needs About Team Oracle Cloud Infrastructure’s Cloud Customer Support organization helps customers resolve complex infrastructure challenges and maintain reliable cloud environments. As a Senior Support Engineer, you will serve as a trusted technical interface for OCI customers, independently investigating production issues and driving them toward resolution. You will collaborate with Engineering and Operations, mentor fellow engineers, and improve troubleshooting practices to strengthen service reliability and the customer experience. Responsibilities
• Independently investigate, troubleshoot, and resolve complex issues across cloud infrastructure and related technologies.
• Own customer issues throughout the support lifecycle, balancing technical depth, urgency, and business impact.
• Apply structured troubleshooting using logs, telemetry, diagnostic tools, technical documentation, and operational runbooks.
• Investigate issues involving compute, networking, operating systems, storage, virtualization, and related cloud services.
• Analyse technical evidence, test potential causes, and determine appropriate next steps when the resolution path is unclear.
• Provide customers with transparent technical guidance, proactive progress updates, and well-defined action plans.
• Collaborate with Engineering, Service Operations, and subject matter experts to investigate cross-service issues and restore customer services.
• Escalate issues when additional expertise is needed while maintaining ownership of the support engagement.
• Identify recurring issues and recommend improvements to service reliability, troubleshooting practices, and support processes.
• Create and maintain knowledge articles, troubleshooting guides, and operational runbooks.
• Mentor engineers and share technical findings, troubleshooting techniques, and lessons learned.
• Contribute to team initiatives that improve support quality, operational efficiency, and customer outcomes. Mandatory Skills
• Relevant

experience:
At least 6 years of overall professional experience, including 4 years supporting,



operating, administering, or troubleshooting cloud or enterprise infrastructure.
• Cloud fundamentals: Strong understanding of cloud computing and infrastructure concepts.
• Infrastructure knowledge: Working knowledge of compute, networking, operating systems, storage, and virtualization.
• Independent troubleshooting: Ability to investigate complex issues, identify root causes, and drive effective resolution.
• Technical analysis: Ability to interpret logs, system behaviour, diagnostic information, and other technical evidence.
• Customer issue ownership: Ability to manage challenging customer situations with professionalism, urgency, and empathy.
• Communication: Excellent written and verbal communication skills, including the ability to explain complex technical information clearly.
• Cross-functional collaboration: Experience working effectively with Support, Engineering, Operations, and other technical teams.
• Continuous learning: Ability to learn new technologies quickly, apply them to customer issues, and share knowledge with peers.
• Certifications: At least two completed cloud certifications from recognised cloud providers.
•

Education:
Bachelor’s degree in Computer Science, MIS, Engineering, or a related technical field. Good to Have Skills
• Experience in cloud technical support, infrastructure support, production operations, NOC, SRE, or systems engineering.
• Strong understanding of Infrastructure as a Service (IaaS), particularly compute, storage, and networking.
• Hands-on troubleshooting experience with Linux and/or Windows operating systems.
• Knowledge of TCP/IP, DNS, routing, firewalls, load balancing, and network connectivity troubleshooting.
• Familiarity with virtualization, storage systems, and distributed cloud infrastructure.
• Experience supporting enterprise customers during complex or business-impacting production incidents.
• Experience creating technical documentation, knowledge articles, and operational runbooks.
• Familiarity with scripting, automation,



diagnostic tools, APIs, or software development concepts.
• Understanding of cloud security, operational best practices, and relevant security and compliance standards. Self Assessment Questions
• Do I have 6+ years of overall experience, including at least 4 years of relevant cloud or infrastructure experience, and at least two completed cloud certifications?
• Can I independently troubleshoot complex infrastructure issues using logs, diagnostic tools, and a structured investigation approach?
• Am I comfortable investigating issues across compute, networking, operating systems, storage, and virtualization?
• Can I own critical customer incidents, communicate clearly under pressure, and coordinate with Engineering and Operations to drive resolution?
• Am I willing to work assigned shifts, including rotational weekends and holidays, while contributing through mentoring, documentation, and support improvements? Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling 1-(phone hidden) in the United States. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

📌 Senior Support Engineer (Bengaluru)
🏢 Oracle
📍 Bengaluru