Technical Analyst

1 month ago

Pune, India Oracle Full time

The DocEng Support team has an open position for a Technical Support Engineer in the Oracle India Data Center location. The team is looking for an enthusiastic, versatile, and skilled Support Engineer to work on DocEng Support projects. The Support Engineer is tasked with the support of Documentation Engineering tools and services that are hosted in Oracle Cloud Infrastructure (OCI). 

The DocEng team designs, creates, implements and maintains publishing tools and services that are used by Oracle Technical writers for the creation, publishing, and delivery of product documentation to the Oracle Help Center (https:// ). The DocEng Support Engineer is responsible for supporting technical writers and developers who use DocEng tools and services to publish content into the Oracle Help Center. The DocEng Support engineer is the primary interface to DocEng tools and services users. The engineer will have a variety of responsibilities. This includes interacting with users and responding to their issues and questions. The Support Engineer helps troubleshoot problems and create solutions. The Support Engineer must have a good understanding of many different technologies that are used in the implementation of the DocEng tools and services. 

The DocEng Support Engineer responsibilities comprise of the following:

Providing support to multiple DocEng Applications (Authoring and Publishing tools, Oxygen XML Editor plugins, Content Management System , Rest API ). Being the main support engineer for users in the India, Europe time zones. Supporting technical writers from multiple Oracle technical documentation teams. Responding to questions, issues, and escalations in the raised in User Assistance helpdesk slack channel (900+ members). Issues and escalations must be responded to in a timely manner. This is critical especially for those issues where writers need immediate assistance to promote their doc content into production to meet product releases. Addressing JIRA Tasks and Defects tickets that are assigned to the support team. Troubleshooting and resolving DocEng applications problems identified by users. Helps in the QA/verification of defects resolutions and new application features. Participates in User Acceptance Testing. Works with DocEng support, infrastructure and development teams to address and review applications problems. Develops scripts to help troubleshoot problems. Creates "How to" Confluence pages to document how to troubleshoot and resolve problems. Responding to escalations as soon as DocEng applications and infrastructure issues occur. Collaborating with DocEng development, support and architect teams. Ramping up on new DocEng tools and services before they are deployed into production and creating support plans.

Qualifications in the following areas:

Experience in Customer support and understanding of SLA Authoring tools (Oxygen / Content Management Systems, Markdown). Support engineer must have experience working with authoring tools like Oxygen XML Editor. XML (DITA XML) . Understanding and knowing how to develop in XML, especially DITA XML. This is important for the support of OAK Foundation and SDL CCMS. Working with publishing tools (builds, xhtml and pdf generation, translations) Java applications / Java script troubleshooting skills Working experience with Rest APIs Working experience in Windows and Linux servers and file systems is a must Implementing shell scripts and cron jobs. Working experience with Jenkins to schedule jobs is highly desirable. Working experience in Search (. Elastic Search) is highly desirable. Knowledge in perl and python is highly desirable. Administration and configuration of Content Management Systems (SVN, GIT). Oracle Databases, MySQL (expertise in using SQL Developer is a must. Working with Confluence. JIRA ticketing system. Creating support plans.

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