Technical Analyst 3-Support

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.

Career Level - IC3

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

RESPONSIBILITIES:To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and modelOwning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standardsWorking towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)Contributing to Knowledge Management content creation and maintenanceWorking with development on product improvement programs (testing, SRP, BETA programs etc) as requiredOperating within Oracle business processes and proceduresRespond and resolve customer issues within Key Performance Indicator targetsMaintaining product expertise within the teamMaintain an up-to-date and in-depth knowledge of new products released in the market for supported product

QUALIFICATIONS:Bachelors degree in Computer Science, Engineering or related technical field5+ years of proven professional and technical experience in Big Data Appliance (BDA), Oracle Cloud Infrastructure (OCI), Linux OS and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie and Intelligent Data Lake.Excellent verbal and written skills in English

SKILLS & COMPETENCIES:Minimum technical skills:As a member of the Big Data Appliance (BDA), the focus is to troubleshoot highly complex technical issues related to the Big Data Appliance and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie and Intelligent Data Lake.Have good hands on experience in Linux Systems, Cloudera Hadoop architecture, administration and troubleshooting skills with good knowledge of different technology products/services/processes.Responsible for resolving complex issues for BDA (Big Data Appliance) customers. This would include resolving issues pertaining to Cloudera Hadoop, Big Data SQL, BDA upgrades/patches and installs. The candidate will also collaborate with other teams like Hardware, development, ODI, Oracle R, etc to help resolve customers issues on the BDA machine. The candidate will also be responsible for interacting with customer counterparts on a regular basis and serving as the technology expert on the customers behalf.Experience in multi-tier architecture environment required.Fundamental understanding of computer networking, systems, and database technologies.

Personal competencies:Desire to learn, or expand knowledge, about Oracle database and associated productsCustomer focusStructured Problem Recognition and ResolutionExperience of contributing to a shared knowledge baseExperience of Support level work, like resolving customer problems and managing customer expectations, and escalations.CommunicationPlanning and organizingWorking globallyQualityTeam WorkingResults oriented

Career Level - IC3