Oracle Database Cloud Technical Analyst 4-Support

Principal Support Engineer

Due to the nature of the clients we are supporting, US Gov Cloud and DoD (Department of Defense) support requirements, US citizenship is preferred. 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 inquiries regarding the use of and troubleshooting for our Electronic Support Services. A main 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.

Career level - IC4

Skills & Competencies

Minimum technical skills :

• In depth knowledge of Oracle Database administration - 12c, 18c, 19c
• In depth knowledge and experience in Oracle Database Cloud preferably Oracle Autonomous Database experience.
• Understanding of Oracle Database Security features (such as Roles, Privileges, Auditing, TDE, Database Vault and ASO) and Database firewall
• Experience of Backup and recovery process using RMAN
• Experience of Oracle Data Guard
• Experience in Performance Tuning
• Experience of Oracle Cloud Infrastructure (OCI)
• Experience of Oracle Autonomous Database
• Operating system knowledge (Unix, Linux, Windows)

Desirable technical skills :

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 model. Owning and resolving problems and managing customer expectations throughout the service request lifecycle in accordance with global standards. Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.). Contributing to knowledge management content creation and maintenance. Working with development on product improvement programs (testing, SRP, BETA programs etc) as required. Operating within Oracle business processes and procedures. Respond and resolve customer issues within key performance indicator targets. Maintaining product expertise within the team. Developing and maintaining expertise around database security and general IT security issues. Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product. Self motivated. Able to perform duties without major monitoring. Quick learner. Efficient in reproducing test cases, and drive to resolve customer issues.

Qualifications

Bachelor's degree in computer science, engineering or related technical field. 7+ years of proven professional and technical experience in database, network or system administrator role. Excellent verbal and written skills in English.

About Us

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 sectorand continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States. Oracle is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.