The Advanced Customer Services (ACS) practice is a unit within the Oracle Customer Services Organization in The Luxembourg that establishes long term relationships with many of Oracle’s largest customers in The Luxembourg through annual support contracts. Advanced Customer Support Engineers (ASE) working within ACS deliver proactive and reactive technical support services to these customers, assisting them to maximize the stability, availability, and performance of their critical business Cloud Platform.

Advanced Customer Support Engineers work on customer sites and from our Capellen office.

Training is provided to ensure ASE maintain an up-to-date knowledge of Oracle products and services.

Platform Database Specialists are part of the ACS BeNeLux Platform Delivery team. The role opened is focused on  Architectural and Production Support for Oracle Database solutions and Exadata platform.

RESPONSIBILITIES:

• Proactively working with ACS customers to ensure their successful deployment of the Oracle Database products and Exadata Platform.
• Technical assistance with software installation
• Customer solutions architecture concepts and reviews (e.g., HA)
• Performance assessments and tuning
• System configuration health checks
• Upgrade and implementation planning and advice on Patch Management
• Proactively alerting customers to product developments and issues
• Knowledge Transfer: Prepare and present training programs (and technical workshop), designed to educate Support Services employees and customers on technical topics
• Delivery of reactive onsite technical support in a timely manner
• Resolve high level, complex or previously unknown issues, requiring expert technical knowledge and business acumen
• Perform root cause analysis of difficult product problems and their solutions/technical escalation management
• Interact with key customer personnel to enhance collaborative problem solving
• Providing and verifying problem workarounds or patches
• Researching and responding to technical enquiries
• Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
• Become a trusted advisor for our ACS customers
• Forming effective professional relationships with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.

EXPERIENCE:

• Hands-on experience with the Oracle Database releases 11g, 12c, 19c, Real Application Clusters (RAC) and Enterprise Manager Grid Control is essential, experience with Oracle Grid Infrastructure and Oracle ASM (Automatic Storage Management) is preferred.
• Hands-on experience of any of the following products and technologies will be an advantage: Database
• performance tuning, Oracle Advanced Queuing, Oracle Streams, Oracle Data Guard, Oracle Recovery Manager, Oracle 9i/10g Application Server, Oracle Engineered Systems (Exadata, ODA, ZDLRA ...)
• Hands-on experience of any of the following Cloud technologies will be a plus: Oracle OCI, Oracle ADB,
• Kubernetes, Oracle ExaCC, Ansible, Terraform, Docker, IaaS, PaaS and Hybrid Cloud Solution.
• Strong Unix skills based are essential, additional Linux/Windows skills are useful

PERSONAL COMPETENCIES:

• Proven experience in installing, configuring, administering, and tuning Oracle databases, preferably gained in a production environment
• Excellent troubleshooting and analytical skills
• Self-motivated and resourceful
• Strong verbal and writing communication skills in English
• Good verbal and writing communication skills in French and Dutch are an advantage
• Ability to spot proactive services to the benefit of customer
• Ability to work as a team-player as well on own initiative
• Ability to work under pressure in escalated situations
• Ability to have effective communication with the appropriate levels when dealing with complex situations
• Ability to take ownership of (escalated) problems
• Good presentation skills
• Oracle Certified Associate and/or Professional qualification will be an advantage

PROFESSIONAL COMPETENCIES:

• University Degree or comparable education/professional experience
• Perennial work experience in Support, Consulting, Education or Pre-Sales would be ideal
• Excellent experience as Database Administrator
• Experience with Oracle Enterprise Manager Grid Control
• Some experience with Oracle Fusion Middleware products will be an advantage
• Good familiarity with Unix, Linux and Windows environments and shell scripting
• Good knowledge about IT Digital Transformation and Cloud emergent technologies.
• At least 5-7 years’ experience in working with Oracle Database product and Exadata Platform

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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).