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 a Senior Systems Engineer, you will interface with the customer's IT staff on a regular basis. Either at the client's site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor's degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle's core products, applications, and tools is important.
Responsibilities:
1. Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
2. Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
3. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
4. 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.
5. Educate and walk the customer through the problem-solving process.
6. Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
7. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)
8. Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.
Requirements
1. Minimum 3 Years’ experience as an Oracle database engineer/DBA
2. Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.
3. Is a plus: skills in RAC, ASM, Performance tuning, HA, Backup and Recovery, Database upgrades, migrations, installations and patching, Golden Gate replication.
5. Ability to quickly grasp complex technical issues
6. Willingness to work in shifts and on weekends
7. 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.
8. 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
9. Excellent interpersonal communication and written skills in Spanish and English
10. 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
11. Degree in Computer Science, Engineering, related field or equivalent.
