Job
Description
Role Overview: As a member of the Support organization at Oracle, your primary focus is to deliver post-sales support and solutions to the Oracle customer base. You will serve as an advocate for customer needs, resolving post-sales technical questions and troubleshooting issues related to Electronic Support Services. As a Principal Support Engineer, you will offer strategic technical support to ensure the highest level of customer satisfaction. Your role will involve utilizing automated technology and instrumentation to diagnose, document, and resolve customer issues, while also providing guidance to internal Oracle employees on diverse customer situations. You are expected to be an expert member of the technical problem-solving team, addressing complex customer issues effectively. Responsibilities: - Troubleshoot highly complex technical problems in Oracle Database & Exadata Cloud, requiring a high level of technical expertise - Work directly with customers and participate in weekend rotation and shifts - Participate in initiatives to improve overall product and documentation quality - Contribute to product/platform testing and drive improvements in product quality - Serve as a Situation Manager on highly sensitive customer issues and consult with management on critical customer situations - Achieve knowledge transfer through training, knowledge sessions, and mentoring - Create/review Knowledge Articles and contribute to the "My Oracle Support" Database communities - Analyze workload, determine best practices, and implement changes to improve productivity - Proactively contribute to increasing team efficiency by sharing knowledge and providing feedback on best practices Qualifications: - Greater than 12 years of industry experience with a technical degree in Computer Science or related field - Oracle certifications including OCI foundation, OCI AI foundation, OCI multi cloud architect, and OCP would be preferred Technical Skills: - Strong knowledge of Exadata, Exadata Cloud, OCI, and multi-cloud architectures - Extensive hands-on experience with large Database management systems - Thorough understanding of the latest Oracle database features and technologies - Experience with cloud technologies from different vendors such as Azure, AWS, and Google - Proficiency in Database administration, Performance Tuning, Backup and Recovery, Database Security, and Networking - Strong problem-solving skills, customer support abilities, and effective communication Additional Company Details: Life at Oracle offers a diverse and inclusive culture that celebrates unique insights and perspectives. As an Equal Employment Opportunity Employer, Oracle values diversity and inclusion, fostering a workforce that inspires innovation and thought leadership. The company provides a competitive suite of Employee Benefits focused on parity, consistency, and affordability, including Medical, Life Insurance, Retirement Planning, and more. Oracle encourages employees to engage in giving back to their communities and is committed to creating a workforce where all individuals can thrive and contribute their best work. Role Overview: As a member of the Support organization at Oracle, your primary focus is to deliver post-sales support and solutions to the Oracle customer base. You will serve as an advocate for customer needs, resolving post-sales technical questions and troubleshooting issues related to Electronic Support Services. As a Principal Support Engineer, you will offer strategic technical support to ensure the highest level of customer satisfaction. Your role will involve utilizing automated technology and instrumentation to diagnose, document, and resolve customer issues, while also providing guidance to internal Oracle employees on diverse customer situations. You are expected to be an expert member of the technical problem-solving team, addressing complex customer issues effectively. Responsibilities: - Troubleshoot highly complex technical problems in Oracle Database & Exadata Cloud, requiring a high level of technical expertise - Work directly with customers and participate in weekend rotation and shifts - Participate in initiatives to improve overall product and documentation quality - Contribute to product/platform testing and drive improvements in product quality - Serve as a Situation Manager on highly sensitive customer issues and consult with management on critical customer situations - Achieve knowledge transfer through training, knowledge sessions, and mentoring - Create/review Knowledge Articles and contribute to the "My Oracle Support" Database communities - Analyze workload, determine best practices, and implement changes to improve productivity - Proactively contribute to increasing team efficiency by sharing knowledge and providing feedback on best practices Qualifications: - Greater than 12 years of industry experience with a technical degree in Computer Science or related field - Oracle certifications inclu
