Advanced support engineer for CSS
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Advanced support engineer for CSS
(Database and cloud technologies)
Job description
Oracle customer success services provides the customer with a highly personalized advanced level premium support and services on all of Oracle products and technologies for our customers.
The role of an advanced support engineer is to be able deliver a wide range of these services which includes providing expert level consulting and advisory services performing architectural design implementation and configuration supporting customers Oracle database and cloud infrastructure modernization of customers infrastructure by upgrading and migrating to latest cloud platform resolving technical issues etc.
Responsibilities:
- Communicate with corporate customers via telephone written correspondence and
electronic service regarding finding solutions for technical problems identified in Oracle
Database products.
- Manage customers escalations/expectations and ensure timely delivery of high-quality
resolution on technical issue focusing on root cause analysis and prevention.
- Develop and implement strategies for providing proactive support resulting in fewer
incidents increased availability or accelerated deployments.
- The prospective candidate should draw upon all resources at Oracle to advise and consult
on the use of Oracle products to avoid such problems in the future.
- Educate and walk the customer through the problem-solving process.
- Adopt Oracle diagnostic methodology & procedures when handling and documenting
technical issues that comply with Support processes policies & SLAs.
- Collaborate on cross-team and cross-product technical issues by working with resources
from other groups (e.g. Product support Product development etc)
- Research and study product features and keep abreast of new releases and functionalities or
related technologies to maintain product expertise.
Requirements
- Minimum 6 Years experience as an Oracle database engineer/DBA with good exposure to Oracle cloud
- Extensive knowledge and solid troubleshooting experience in all areas of Oracle database and cloud technologies.
- Advanced level skills in RAC ASM Performance tuning HA Backup and Recovery
- Experience in Oracle engineered systems and Golden Gate replication.
- Cloud administration experience
- Experience in database upgrades migrations installations and patching
- Ability to quickly grasp complex technical concepts.
- Knowledge and experience in administration of engineered system products like Exadata and ZDLRA
- Willingness to work in shifts and on weekends.
- Great problem-solving skills with a strong bias for quality and engineering excellence at scale. Not only must you able to identify analyze diagnose and troubleshoot complex problems using appropriate tools under constraints but able to handle with utmost professionalism without compromising customers satisfaction.
- Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice.
- Excellent interpersonal communication and written skills in English
- Able to work with minimal supervision self-motivated self-directed and take initiative to
collaborate and synthesize with members locally or globally across different geographical time zone
- Degree in Computer Science Engineering related field or equivalent.
Responsibilities
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.
Qualifications
Career Level - IC4
Required Experience:
IC
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when eve ... View more
