Middle Cloud Support Engineer

Technical Support Engineer — OCI Identity & Security
Location: India - remote
Schedule: APAC shifts, including weekends and public holidays; weekly days off may fall outside Saturday and Sunday
Employment: Full-time, permanent
Requirements:
3+ years of relevant technology experience;
cloud identity troubleshooting;
SSO, SAML and OAuth;
multi-factor authentication;
REST APIs;
cloud certification.
Position Overview
Join OCI Customer Operations to resolve enterprise customer issues involving cloud identity, authentication, and access. You will troubleshoot SSO, federation, multi-factor authentication, and identity integrations, supporting customers through tickets, chat, and technical forums.
This role suits a technical support professional with strong cloud identity knowledge who can investigate complex issues, explain solutions clearly, and maintain ownership through resolution.
Key Responsibilities
Investigate and resolve OCI identity and security issues, including SSO, SAML, OAuth, MFA, identity provider configurations, and Oracle Fusion identity integrations.
Use REST APIs and troubleshooting techniques to diagnose authentication and access failures.
Own customer cases, assess business impact, provide timely updates, and escalate issues through the appropriate technical teams.
Guide customers through configuration and troubleshooting steps while protecting account information and system security.
Create knowledge articles and troubleshooting documentation, and recommend improvements based on recurring issues.
Participate in APAC shift coverage, including weekends and public holidays.
Required Technical Skills & Qualifications
At least three years of experience in a relevant technology field.
Strong practical knowledge of SSO, SAML, OAuth, MFA, identity providers, and REST APIs.
Understanding of Oracle Fusion identity integrations.
Strong understanding of IaaS and PaaS concepts, particularly identity, compute, and networking.
A cloud associate or professional certification from any provider; OCI certification preferred.
Clear written and verbal communication, structured troubleshooting skills, and the ability to coordinate across technical teams.
Familiarity with security and compliance requirements, such as HIPAA, and service management practices such as ITIL.
Preferred Qualifications
Previous experience providing technical support to enterprise customers.
OCI identity or security certification.
Experience with cloud storage, operating systems, or middleware.
Bachelor’s degree in Computer Science, Mathematics, or a related field, or equivalent practical 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.

Skills
REST API, Documentation

Work arrangement
Yes