Technical Analyst 3-support

Job Category Support 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 Career Level - IC3 Responsibilities As 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 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 RESPONSIBILITIES To manage and resolve Service Requests logged by customers internal and external on Oracle products and contribute to proactive support activities according to product support strategy and model Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards Working towards adopting and contributing to new processes and tools diagnostic methodology health checks scripting tools etc Contributing to Knowledge Management content creation and maintenance Working with development on product improvement programs testing SRP BETA programs etc as required Operating within Oracle business processes and procedures Respond and resolve customer issues within Key Performance Indicator targets Maintaining product expertise within the team Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product QUALIFICATIONS Bachelor s degree in Computer Science Engineering or related technical field 5 years of proven professional and technical experience in Big Data Appliance BDA Oracle Cloud Infrastructure OCI Linux OS and within areas like Cloudera distribution for Hadoop CDH HDFS YARN Spark Hive Sqoop Oozie and Intelligent Data Lake Excellent verbal and written skills in English SKILLS COMPETENCIES Minimum technical skills As a member of the Big Data Appliance BDA the focus is to troubleshoot highly complex technical issues related to the Big Data Appliance and within areas like Cloudera distribution for Hadoop CDH HDFS YARN Spark Hive Sqoop Oozie and Intelligent Data Lake Have good hands on experience in Linux Systems Cloudera Hadoop architecture administration and troubleshooting skills with good knowledge of different technology products services processes Responsible for resolving complex issues for BDA Big Data Appliance customers This would include resolving issues pertaining to Cloudera Hadoop Big Data SQL BDA upgrades patches and installs The candidate will also collaborate with other teams like Hardware development ODI Oracle R etc to help resolve customer s issues on the BDA machine The candidate will also be responsible for interacting with customer counterparts on a regular basis and serving as the technology expert on the customer s behalf Experience in multi-tier architecture environment required Fundamental understanding of computer networking systems and database technologies Personal competencies Desire to learn or expand knowledge about Oracle database and associated products Customer focus Structured Problem Recognition and Resolution Experience of contributing to a shared knowledge base Experience of Support level work like resolving customer problems and managing customer expectations and escalations Communication Planning and organizing Working globally Quality Team Working Results oriented Qualifications Career Level - 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