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Fri Jun 1, 2018 - 6 weeks ago

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Principal Lead Engineer-Cloud Customer Operations

Design, develop, troubleshoot and debug software programs for databases, applications, tools, networks etc.
As a member of the software engineering division, you will take an active role in the definition and evolution of standard practices and procedures. You will be responsible for defining and developing software for tasks associated with the developing, designing and debugging of software applications or operating systems.
Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. 7 years of software engineering or related experience.
*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.*
The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world s biggest challenges.
We offer unique opportunities for smart, hands-on engineers with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer s business critical applications.
*Oracle Public Cloud Infrastructure*
*Bellevue, WA area preferred or ability to travel ~30% of the time*
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Job Description:*
We are hiring energetic, customer focused Lead Principle Engineers with operations or support experience.
You ll be helping develop from the ground up a high powered, distributed team that learns deeply how our cloud platform works so you can help customers through problems they encounter and be the bridge between engineering, operations and the Oracle support organization. We are building a team based on strong values with egos left at home.
As part of the broader engineering organization, you will act as the voice of the customer to influence product features and plans to improve customer experience. This role is integral to the success of our short and long term customer relationships and is critical to the success of the platform.
*Our vision:*
* *
To build a best in class customer experience blending customer support, operations and communication disciplines.
*Job Responsibilities:*
Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
Flexibility to work on call rotation to support our customers
Have the aptitude to uncover and suggest Automation and Tooling opportunities
Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction
Act on behalf of the customer as their cloud operations team, partnering with engineering, platform operations and customer service teams to restore customer availability
Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
Focus on customer restore and communication during service impacting events
Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way
Address support requests that are escalated to our team from other teams within the company
Document customer issues and other relevant details as part of the support you provide
Continually improve skills through work experience and training
*Technical / Core Requirements:*
B.S. in Computer Science or related field preferred, or at least 5 years industry experience
Strong SysAdmin skills with the ability to automate server deployments
Familiarity and technical knowledge of scripting platforms (bash, ksh, PowerShell, etc) and automation
Experience with database platforms and data-driven technologies (Oracle PL/SQL, Microsoft SQL Server or others)
Must have 3 5 years of virtualization experience with at least one of the following VMware, KVM, Xen, Hyper-V
Developer experience in one of the following technologies: Javascript, NodeJS, ASP.Net, C#, PowerShell, Java, Python, Perl or equivalent
Comfortable in high pressure situations
Customer obsession, passion for delighting customers
Strong understanding of cloud concepts and platforms
Experience in cloud technical support, and operations
Proven ability to quickly learn new technical domains and then train others
Great verbal and written communication skills
**Job:** **Product Development*
**Organization:** **Oracle*
**Title:** *Principal Lead Engineer-Cloud Customer Operations*
**Location:** *WA,Washington-Bellevue*
**Requisition ID:** *18000NEQ*
**Other Locations:** *United States*

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