at Oracle in Springfield, Illinois, United States
Job Description
Job Description
Department Description
Cloud and Exadata Database Support Organization
Oracle Solution Support Center (SSC) is a specific unit within Oracle Support, focusing exclusively on facilitating the continual operational improvement of customers’ Oracle environment, throughout the lifecycle of Oracle solution.
The SSC team is made of a number of highly skilled and experienced Oracle support engineering team in charge of servicing designated set of ACS Customers. Service delivery is primarily remote and requires advanced knowledge of the full Oracle Database product stack, from an implementation and supportability standpoints.
Job Description
This position is for a Senior/ Principal Technical Support Engineer
The team’s main responsibility is to solve & resolve highly complex technical issues on Oracle Cloud and Exadata On-Prem platforms, spanning across database footprint including Exadata architecture, Real Application Clusters, High Availability, Data Guard, Corruption, Backup and Recovery, RMAN, ZDLRA, Performance, Memory Management, Parallel query, Query tuning, Storage, ASM, GoldenGate, Replication, Security, Networking, Enterprise Manager etc.
The candidate is required to work in partnership with team members including SSC Customers, ACS/SSC and GCS engineers and Managers, Account Managers, ACS Sales and product Development teams.
Selected candidate should have hands on experience on UNIX, Linux and/or Solaris platforms.
The candidate will be widely regarded as a domain authority (SME) and will need to demonstrate an ability to resolve complex problems across wide stack.
Selected candidates should be able to work autonomously as well as within a group
The Engineer will be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address very complex and demanding, critical customer issues.
RESPONSIBILITIES
The main role of a Support engineer is to solve highly complex technical problems (Oracle Database & Cloud/Exadata) requiring high level of technical expertise
+ Works directly with customers
+ Participates in weekend rotation and shifts
+ Participates in initiatives that improve overall product and documentation quality
+ Participates in product/platform testing
+ Drives improvements in product quality
+ Serves as Situation Manager on highly critical Customer issues
+ Consults with Management in directing resolution of critical Customer situations
+ Consults with Customers on complex use of Oracle products
+ Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc.
+ Creation/Review of Knowledge Articles
+ Contribute significantly towards the “My Oracle Support” Database communities
+ Analyzes work load, determines standard processes and implements changes to improve productivity
+ Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about standard processes, writing tools / utilities
QUALIFICATIONS
- Technical degree or equivalent experience i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Management Information Systems / Engineering / Math / Physics or validated professional and technical experience.
- Greater than 10 years of industry experience
TECHNICALSKILLS
We are looking for a core technical person, who has hands-on Database administration experience on UNIX/Linux and/or worked as L3 level support engineer and/or having equivalent knowledge. You should have expertise in Exadata, Real Application Cluster (RAC), Dataguard & ASM/Storage areas. Operating systems expertise / SA &general awareness on rest of the areas mentioned below, will be an added advantage
- Database architecture knowledge and administration
- Experience with clustering technologies from different vendors
- Thorough understanding of the Oracle database features
- Extensive hands on interaction with large Database management systems
- ZDLRA, Backup and Recovery, RMAN, knowledge of various restore and recovery scenarios.
- Performance Tuning, Parallel query, Query tuning
- Networking
- Partitioning
- Database Security
- Golden Gate & Replication
- Enterprise Manager
- General UNIX/Linux concepts & Administration
- Managing Kernel Parameters, Partitioning and File systems
PERSONAL ATTRIBUTES
+ Self driven and result oriented
+ Strong Problem solving/analytical skills
+ Strong customer support and client relation skills
+ Ability to work effectively in high volume & high pressure situations
+ Effective communication (verbal & written)
+ Focus on relationships (internal & external)
+ Strong willingness to learn new things and share them with others
+ Influencing/negotiating
+ Standout colleague
+ Customer focused
+ Confident and decisive
+ Enthusiasm
+ Flexibility
+ Coaching/knowledge transfer
+ Ability to write technical Bulletins
+ We work west coast hours and weekend shifts
Work Location:
Orlando, Colorado Springs, remote worker
For External Candidates onlyNote – As part of Oracle’s U.S. employment process, candidate(s) will be required to complete a background check, prior to an offer being extended.These background checks include:Prior Employment VerificationEducation VerificationSocial Security TraceCriminal Background CheckMotor Vehicles Records (where required for position)
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor’s and Master’s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle’s core products, applications, and tools.
Range and benefit information provided in this posting are Colorado-specific.
Colorado Pay Range: from $38.02 to $76.04 per hour; from $79,000 to $158,000 per annum; Overtime available with management approval. Equity may be approved based on skillset.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle’s differing products, industries a
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