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

Responsibilities :

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 :

Network administration

Understanding of Oracle Grid Control, RAC

Experience of administering other databases (MySQL, PostgreSQL, Sql-Server, DB2)

Understanding of Oracle Golden Gate

Exposure in Oracle Application Express (APEX)

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

Disclaimer :

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US : Hiring range in USD from $30.87 to $67.88 per hour; from : $64,200 to $141,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following :

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee / Spouse / Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off : Flexible vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave : 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee stock purchase plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

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.