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 engineers.
- Provide advanced troubleshooting for OCI services and architectures.
- Create and maintain technical documentation and runbooks.
- Mentor L1 engineers and conduct knowledge transfer sessions.
- Identify patterns in customer issues and propose solutions.
- Collaborate with OCI service teams on complex customer cases.
- Participate in customer Well-Architected Reviews.
Requirements
- Oracle Cloud Infrastructure Certified Architect Professional (required) and one additional OCI certification.
- 2+ years of experience with OCI services in another MSP or vendor support role.
- Strong knowledge of networking concepts and security best practices.
- Experience with infrastructure as code (Terraform/Ansible).
- Proficiency in at least one programming/scripting language (Python, Shell scripting, etc.).
- Advanced Linux/Windows troubleshooting skills.
- Bachelor's degree in Computer Science or related field.
- Strong problem-solving and analytical abilities.
- Excellent customer service orientation.
- Ability to work in a fast-paced environment.
- Good time management and prioritization skills.
- Team player with strong collaboration abilities.
Skills Required
- Oracle Cloud Infrastructure Certified Architect Professional
- One additional OCI certification
- 2+ years of experience with OCI services in an MSP or vendor support role
- Strong knowledge of networking concepts
- Security best practices knowledge
- Experience with infrastructure as code (Terraform/Ansible)
- Proficiency in at least one programming/scripting language (Python, Shell scripting, etc.)
- Advanced Linux troubleshooting skills
- Advanced Windows troubleshooting skills
- Bachelor's degree in Computer Science or related field
- Strong problem-solving and analytical abilities
- Excellent customer service orientation
- Ability to work in a fast-paced environment
- Good time management and prioritization skills
- Team player with strong collaboration abilities
What We Do
ZainTECH is a regional integrated digital solutions provider, unifying Zain Group’s ICT assets to offer a unique value proposition of comprehensive digital solutions and services under one roof. The company is positioned to drive the transformation of enterprise and government customers in the MENA region by providing a center of excellence and managed solutions across the ICT stack, including cloud, cybersecurity, modern infrastructure, big data, IoT, AI, smart cities, drones and robotics, and emerging technologies. ZainTECH leverages Zain’s global reach, unique regional footprint, and infrastructure across its operations in Kuwait, Saudi Arabia, Bahrain, Jordan, Iraq, and the United Arab Emirates, as well as in other key markets in the Middle East. ZainTECH forms a key pillar in the evolution of Zain’s core telecom business to maximize value and build on the company’s many strengths to selectively create and invest in growth verticals beyond standard mobile services. This ultimately supports Zain’s vision of becoming a leading ICT and digital lifestyle provider.
