Senior Support Engineer

Oracle; Bengaluru; On-site; INR 2,500,000 - 3,800,000; Full time

Job summary

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.

Qualifications

• At least 4 years of relevant technical experience and at least 6 years of overall professional experience.
• Demonstrated experience supporting, operating, administering, or troubleshooting cloud infrastructure, enterprise infrastructure, or related technologies.
• Strong understanding of cloud computing and infrastructure concepts, with demonstrated troubleshooting and problem-solving capability.
• Ability to independently investigate complex technical issues, identify root causes, and drive effective resolution.
• Working knowledge of infrastructure technologies such as compute, networking, operating systems, storage, and virtualization.
• Ability to analyze logs, system behavior, diagnostic information, and other technical evidence to isolate issues and determine appropriate actions.
• Strong customer orientation and the ability to manage technically challenging customer situations with professionalism, urgency, and empathy.
• Excellent written and verbal communication skills, with the ability to communicate complex technical information clearly to customers and internal stakeholders.
• Demonstrated ability to collaborate effectively across Support, Engineering, Operations, and other technical teams.
• Ability to quickly learn new technologies, apply that knowledge to customer problems, and share technical knowledge with others.
• Atleast 2 completed cloud certifications from recognized cloud providers.

Responsibilities

• Independently investigate, troubleshoot, and resolve complex customer issues involving cloud infrastructure and related technologies.
• Own customer issues throughout the support lifecycle, driving timely progress while maintaining high standards of technical quality and customer communication.
• Apply structured troubleshooting methodologies using logs, telemetry, diagnostic tools, technical documentation, runbooks, and engineering experience to isolate problems and determine appropriate next steps.
• Troubleshoot across multiple infrastructure technologies, including compute, networking, operating systems, storage, virtualization, and related cloud services.
• Work effectively with customers during complex or business-impacting incidents, providing clear technical guidance, meaningful progress updates, and well-defined next steps.
• Collaborate with Engineering, Service Operations, and other technical teams to investigate cross-service issues, identify product-related issues, and restore customer services.
• Escalate issues appropriately when additional expertise is required while continuing to maintain ownership of the customer experience and support engagement.
• Identify recurring technical and operational issues and contribute recommendations that improve troubleshooting effectiveness, service reliability, support processes, and customer experience.
• Create and improve technical documentation, troubleshooting guides, knowledge articles and operational runbooks that enable consistent and efficient issue resolution.
• Share technical knowledge, troubleshooting techniques, and best practices with peers and mentor less-experienced engineers.
• Contribute to team projects and initiatives that improve support quality, operational efficiency, case handling, and customer outcomes.
• Capture key technical findings and lessons learned from customer incidents to improve organizational knowledge and future troubleshooting effectiveness.
• Continuously develop expertise across OCI services, cloud infrastructure, and technologies relevant to the supported environment.

Skills

Production Support

Support Service

Education

Bachelor’s degree in Computer Science, MIS, Engineering, or related technical field

Job description

• Does this position require a security clearance? No
• Years See Job Description
• Additional Info Visa / work permit sponsorship is not available for this position
• Applicants are required to read, write, and speak the following languages English

Job Description

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.

Responsibilities

Key Responsibilities:

• Independently investigate, troubleshoot, and resolve complex customer issues involving cloud infrastructure and related technologies.
• Own customer issues throughout the support lifecycle, driving timely progress while maintaining high standards of technical quality and customer communication.
• Apply structured troubleshooting methodologies using logs, telemetry, diagnostic tools, technical documentation, runbooks, and engineering experience to isolate problems and determine appropriate next steps.
• Troubleshoot across multiple infrastructure technologies, including compute, networking, operating systems, storage, virtualization, and related cloud services.
• Work effectively with customers during complex or business-impacting incidents, providing clear technical guidance, meaningful progress updates, and well-defined next steps.
• Collaborate with Engineering, Service Operations, and other technical teams to investigate cross-service issues, identify product-related issues, and restore customer services.
• Escalate issues appropriately when additional expertise is required while continuing to maintain ownership of the customer experience and support engagement.
• Identify recurring technical and operational issues and contribute recommendations that improve troubleshooting effectiveness, service reliability, support processes, and customer experience.
• Create and improve technical documentation, troubleshooting guides, knowledge articles and operational runbooks that enable consistent and efficient issue resolution.
• Share technical knowledge, troubleshooting techniques, and best practices with peers and mentor less-experienced engineers.
• Contribute to team projects and initiatives that improve support quality, operational efficiency, case handling, and customer outcomes.
• Capture key technical findings and lessons learned from customer incidents to improve organizational knowledge and future troubleshooting effectiveness.
• Continuously develop expertise across OCI services, cloud infrastructure, and technologies relevant to the supported environment.

Required Qualifications:

• Bachelor’s degree in Computer Science, MIS, Engineering, or a related technical filed.
• At least 4 years of relevant technical experience and at least 6 years of overall professional experience.
• Demonstrated experience supporting, operating, administering, or troubleshooting cloud infrastructure, enterprise infrastructure, or related technologies.
• Strong understanding of cloud computing and infrastructure concepts, with demonstrated troubleshooting and problem-solving capability.
• Ability to independently investigate complex technical issues, identify root causes, and drive effective resolution.
• Working knowledge of infrastructure technologies such as compute, networking, operating systems, storage, and virtualization.
• Ability to analyze logs, system behavior, diagnostic information, and other technical evidence to isolate issues and determine appropriate actions.
• Strong customer orientation and the ability to manage technically challenging customer situations with professionalism, urgency, and empathy.
• Excellent written and verbal communication skills, with the ability to communicate complex technical information clearly to customers and internal stakeholders.
• Demonstrated ability to collaborate effectively across Support, Engineering, Operations, and other technical teams.
• Ability to quickly learn new technologies, apply that knowledge to customer problems, and share technical knowledge with others.
• Atleast 2 completed cloud certifications from recognized cloud providers.

Preferred Qualifications:

• Experience in cloud technical support, infrastructure support, production operations, NOC, SRE, systems engineering, or a comparable technical environment.
• 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 networking concepts and technologies such as TCP/IP, DNS, routing, firewalls, load balancing, and network connectivity troubleshooting.
• Familiarity with virtualization, storage, and distributed cloud infrastructure.
• Experience supporting enterprise customers and managing complex or business-impacting production incidents.
• Experience creating technical documentation, knowledge articles, troubleshooting guides, or operational runbooks.
• Familiarity with scripting, automation, diagnostic tooling, APIs, or software development concepts.
• Understanding of cloud security, operational best practices, and relevant industry security and compliance standards.

Location & Work Schedule:

• This is a full-time, permanent position based in Bengaluru, India.
• The role supports a global customer environment and requires flexibility to work assigned shifts, including rotational weekend and holiday coverage, based on business needs.

Required Skills

• Production Support
• Support Service

About Us

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 [e-mail] or by calling 1-888-404-2494 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.

Request a referral from an Oracle employee.

See who works here

Sign in to see your connections who work at Oracle