Job
Description
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 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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. JOB DESCRIPTION This position is for a Principal Software Engineer to the established Oracle Database Exadata Cloud support team. The person in this role will be located in India. The team s main responsibility is to fix resolve highly complex technical issues on Oracle Exadata spanning across database areas including Real Application Clusters, High Availability, Data Guard, Corruption, Backup and Recovery, RMAN, ZDLRA, Performance, Memory Management, Parallel query, Query tuning, Storage, ASM, Golden Gate, Replication, Security, Networking, Enterprise Manager etc. The Engineer should have good hands on experience on UNIX, Linux and/or Solaris platforms . You are expected to work in partnership with customers, other support engineers and developers to deliver a superior ownership experience to the customer. You will have opportunities to become an authority / Specialist in Database, Exadata Cloud technologies. You will be widely regarded as a domain authority in their current role and will demonstrate the ability to resolve complex problems or identify acceptable workarounds. They should be able to perform their assigned duties with a great degree of independence requiring minimal direction. The Engineer is expected to be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address very complex, critical customer issues. Responsibilities The main role of a Support engineer is to fix highly complex technical problems (Oracle Database Exadata) requiring high level of technical expertise Works directly with customers Participates in weekend rotation and shifts Participates in initiatives that improve overall product and documentation quality Participates in product/platform testing Drives improvements in product quality Serves as Situation Manager on highly sensitive Customer issues Consults with Management in advising resolution of critical Customer situations Consults with Customers on sophisticated use of Oracle products Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc. Creates /reviews Knowledge Articles Contributes significantly towards the My Oracle Support Database communities Analyzes work load, uses standard methodologies and implements changes to improve productivity Proactively contributes to increasing the team efficiency by sharing knowledge, providing feedback about standard methodologies, writing tools / utilities Who are we looking for Qualifications Greater than 10 years of industry experience Technical degree i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Management Information Systems / Engineering / Math / Physics / Chemistry or proven professional and technical experience. Oracle OCP DBA certification OCI Certification- Preferred. Oracle OCM DBA Certification is a plus. PERSONAL ATTRIBUTES Self-driven and result oriented Strong Problem solving/analytical skills Strong customer support and client relation skills Ability to work effectively in high volume high pressure situations Ability Flexibility to work late shifts Effective communication (verbal written) Ability to Network (internal external) Strong willingness to learn new technologies / skills Ability to Influence/negotiate Team player Customer focused Confident and decisive Enthusiastic Ability to Coach / share knowledge Ability to write technical Bulletins Technical skills We are looking for a core technical person, who has hands-on Database administration experience on UNIX/Linux and/or worked as L3 level support engineer and/or having equivalent knowledge. They should possess the following technical skills: Database architecture knowledge and administration Good knowledge on Exadata, Exadata Cloud and OCI architectures. ZDLRA, Backup and Recovery, RMAN, Dataguard, knowledge of various restore and recovery scenarios. Experience with cloud technologies from different vendors Extensive hands on interaction with large Database management systems General UNIX/Linux concepts Administration Personal attributes Dedicated and result oriented Strong Problem solving/analytical skills Strong customer support and client relation skills Ability to work effectively in high volume high stress situations Ability Flexibility to work late shifts Effective communication (verbal written) Ability to Network (internal external) Strong willingness to learn new technologies / skills Ability to Influence/negotiate Great teammate Customer focused Confident and decisive Enthusiastic Ability to Coach / share knowledge Ability to write technical Bulletins If this sounds like you, we hope to meet you! An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
