Senior Technical Support Engineer
2 weeks ago
Oracle provides a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems.
Oracle is hiring expert technical support staff for its Private Cloud Appliance engineered system, a cost-effective solution for rapid, hybrid cloud deployment and is the foundation of Oracle deployments which is based upon Oracle Linux and Oracle VM technologies . By joining this proven team of Cloud professionals, you will assist customers worldwide in resolving issues requiring your wide-ranging skill set. It is essential for the analyst in this position to be capable of providing sufficient support to customers in a timely a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Support and maintain high level of customer satisfaction while meeting guidelines. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 5-6 Years prior working experience with Oracle products (or at least eight years related experience without Oracle products) and technical degree ., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 60% aggregate.
Career Level -
Career Level -
Job Responsibilities:
Remote technical support using phone, email, and web applications technologies for Private Cloud Appliance, Oracle VM to customers worldwide. Handling, and pursuing customers for updates towards problem resolution. Customers will look up to you for assistance in addressing their needs in a timely, professional manner. Filing, tracking product defect reports. Requesting and tracking enhancement requests. Creation of Knowledge documents. Proactive and reactive Escalation management including regular monitoring and reporting of open Executive-level escalated issues and coordinating Support/Development resources to expedite resolution. End to End handling of service tickets from customers about Oracle's Private Cloud Appliance, Oracle VM products. Monitor team's service tickets and respond to them if needed. Analyze software defects and communicate with our engineering team regarding them. Receive escalation requests and discuss countermeasures with customers.Experience And Skills:
Knowledge on one or more Cloud Platforms or Infrastructure products, preferably Oracle Private Appliance (PCA), or cloud deployments with Oracle Exadata Cloud at Customer (ExaCC) or Oracle Cloud Infrastructure (OCI). Knowledge of the Linux OS. Knowledge on Storage fundamentals, NFS, Iscsi. Knowledge on ZFS storage appliance is an added advantage. Knowledge/Experience in Virtualization technologies (OVM, Xen, KVM, Docker, others). Knowledge of Cloud technologies (Oracle OCI /Kubernetes/Python/ MySql /others). Knowledge on Networking products and technologies: Network switches, Networks protocols, Network Security (firewalls), load balancers, InfiniBand. Will add a plus to have knowledge/experience in Ansible, Terraform, puppet. Customer focused with a pro-active and responsive approach. Strong written and verbal communication skills in English Strong analytical and troubleshooting skills. This position may require 24/7 rotational shift to provide support for our customers in JAPAC/EMEA/AMER regions.
The position may also require weekend shift work on a rotational basis.
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