Job description

We are looking to recruit a Senior Technical Support Engineer to the established Oracle Database Exadata support team. The successful candidate will be located in Dalian. The team’s main responsibility is to troubleshoot highly complex technical issues related to the Oracle Exadata and within areas like Real Application Clusters, High Availability, Data Guard, Corruption, Backup and Recovery, RMAN, Performance, Memory Management, Parallel query, Query tuning, Storage, ASM, Security, Networking, Enterprise Manager etc. The Engineer should have good hands on experience on UNIX, Linux and/or Solaris platforms. The selected candidates are expected to work in partnership with customers, other support engineers and developers to deliver a superior ownership experience to the customer. The selected candidate will have opportunities to become an Expert / Guru in Database technologies. The candidate will be widely regarded as a subject matter expert in their current role and will demonstrate the ability to resolve complex problems or identify acceptable workarounds. He/she 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 extremely complex, critical customer issues.

RESPONSIBILITIES

The main role of a Support engineer is to troubleshoot highly complex technical problems (Oracle Database) requiring high level of technical expertise

？ Works directly with global English or Chinese customers

？ Participates in standby rotation.

？ Participates in initiatives that improve overall product and documentation quality

？ Participates in product/platform testing

？ Drives improvements in product quality

？ Participates in Beta programs (test new database versions and associated features before it goes out in the market).

？ Serves as Situation Manager on highly sensitive Customer issues

？ Consults with Management in directing resolution of critical Customer situations

？ Consults with Customers on complex use of Oracle products

？ Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc.

？ Creation/Review of Knowledge Articles

？ Contribute significantly towards the “My Oracle Support” Database communities.

？ Analyzes work load, determines best practices and implements changes to improve productivity

？ Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities

Desired Skills and Experience

Who are we looking for?

QUALIFICATIONS

？ 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.

？ Greater than four years of industry experience

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. You should have expertise in Real Application Cluster (RAC), Dataguard & ASM/Storage areas. General awareness on rest of the areas mentioned below will be an added advantage. Operating systems expertise / System Administration will be an added advantage.

？ Database architecture knowledge and administration

？ Experience with clustering technologies from different vendors

？ Thorough understanding of the Oracle database features

？ Extensive hands on interaction with large Database management systems

？ Backup and Recovery, RMAN, knowledge of various restore and recovery scenarios.

？ Performance Tuning, Parallel query, Query tuning

？ Networking

？ Partitioning

？ Database Security

？ Enterprise Manager

？ General UNIX/Linux/Windows concepts & Administration

？ Managing Kernel Parameters, Partitioning and File systems

PERSONALATTRIBUTES

？ Self-driven and result oriented

？ Strong Problem solving/analytical skills

？ Strong customer support and client relation skills.

？ Effective communication (verbal and written in English and Mandarin)

？ Focus on relationships (internal and external)

？ Strong willingness to learn new things and share them with others

？ Influencing/negotiating

？ Team player

？ Customer focused

？ Confident and decisive

？ Enthusiasm

？ Flexibility

？ Coaching/knowledge transfer Ability

？ Ability to write technical Bulletins

A successful candidate will also have

？ Excellent persuasive communication and presentation skills

？ Ability to coordinate the resolution of escalated or high priority customer issues

？ Fluency in Mandarin and English

Flexibility to rotate for standby coverag

Detailed Description and Job Requirements

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.

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.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Job: Support

Location: CN-CN,China-Dalian

Job Type: Regular Employee Hire

Organization: Oracle

上班地址：软件园东路23号，大连软件园15号楼502

所属部门：R & D Group

甲骨文(NYSE：ORCL)公司创立于1977年，总部位于美国加利福尼亚州红木城。2018财年的总收入达398亿美元。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云是业内最完备、集成的公有云，涵盖云应用、云平台、云基础设施和云数据服务。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市—我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle’s total revenue in fiscal year 2018 was US$39.8 billion. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. Oracle Cloud provides leading-edge capabilities in software as a service, platform as a service, infrastructure as a service, and data as a service.

Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and 5,000 employees.