Oracle is growing its cloud and on premise products and Oracle Linux is the operating system all these products run on.

As part of Linux Product Support, you will learn/apply the latest Open Source Software and Cloud technology and help influence product supportability and usability, installation and configuration of our mission critical on premise and Oracle Cloud Infrastructure customers.

The team works closely with the Oracle Linux Development, Operations, Product Management as well as other Oracle internal or customer facing teams.

The role requires interacting with very diverse customers worldwide (all geographies and industries)

The role requires helping and mentoring junior colleagues

The role requires analyzing and improving product knowledge, internal tools and processes as well as one or more product areas

The role requires working on weekends and public holidays as well as nonstandard weekdays/weekends (shifted weekends) and, based on future business needs, might imply early/late/night shifts.

 

If you are passionate about support for Open Source Software, Linux Operating System & Virtualization and Cloud Infrastructure (IaaS/PaaS) technologies, then this is the place to be.

If you think you meet the requirements below let us know, we are definitely interested in finding more about you.

 

Preferred Qualifications

 As a Senior Product Support Engineer, you will be expected to have\:

·         At least 3 years of relevant support, implementation and/or development experience with Linux Operating Systems in an Enterprise Infrastructure context (preferably Oracle Linux, RedHat or CentOS)

·         Experience in managing, diagnosing and troubleshooting complex issues (including performance) on enterprise Linux production systems

·         Knowledge of Linux Virtualization (KVM)

·         Experience in reviewing issues on a product area and to identify gaps in knowledge, tools and processes

·         Experience in creating knowledge documents for internal or customer consumption

·         Experience in mentoring junior team members on new products and technologies

 

Behavioral

·         You are detail oriented

·         You have excellent communication skills, you are able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support and customer personnel

·         You have well-developed listening skills, you are able to discern core issues in a complex environment where it may be difficult to determine the symptoms and cause

·         You have good organizational skills, you are able to facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible in situations where multiple teams are involved in the issue resolution

·         You have fast and flexible problem solving aptitude, you are able to adjust action/resolution plans as new data is obtained

·         You persevere in the face of obstacles and ensure customers’ success

·         You are able to work well with limited daily supervision

·         You are very familiar with processes and you know how to use them for customer’s advantage. You have a history of improving existing processes

·         You are a self-starter

·         You are available to work on weekends and public holidays, including shifted weekends and non-standard shifts.

 

Technical & Analytical

·         You are an expert troubleshooter in the technical domain of enterprise Linux infrastructure environments

·         You are able to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data

• You have good knowledge of Linux networking (network services, samba, NFS, SSH, NTP, configuration, bonding, VLANs, tuning, general diagnostics)
• You have good knowledge of system diagnosis (kdump, vmstat, sar, iostat, mpstat, loadavg, /proc filesystem)
• You have good knowledge of systemd, kernel modules, sudo, user management
• You have general exposure to Linux storage components (mpath/multipathing, md, LVM, filesystems)
• You have good knowledge of Linux package management (rpm, yum/dnf)

The following additional knowledge/experience with technologies/product or abilities is nice to have and considered a plus\:

·         Knowledge of system-level debugging skills (dtrace, systemtap, BPF, module debugging, debugfs, sysfs, vmcore analysis)

·         Knowledge of the Linux OS internals (syscalls, kernel threads, memory management, slabcache, hugepages, OOM, run queues), particularly networking (sockets, buffers, windowing)

·         Experience in diagnosing network configuration issues and network performance (ifconfig, ip, BPF, netstat, ss, TCP, UDP, tuning, routing, traceroute)

·         Knowledge in network packet analysis and troubleshooting (tcpdump, wireshark, etc.)

·         Experience with Linux authentication (pam.d, openldap etc.)

·         General Linux security awareness (SELinux)

·         Experience with DHCP, NAT, IPv6 and Firewall technologies (iptables/firewalld/nftables)

·         Experience with filesystems/cluster filesystems diagnosis and troubleshooting (ext4, btrfs, xfs, ocfs2 etc.)

·         Experience with Linux storage management (dm, mpath, udev, LVM)

·         Experience with enterprise grade NAS/SAN storage systems, enterprise grade networking technologies and protocols (iSCSI, Fiber Channel, InfiniBand)

• Knowledge of XWindows, Linux desktop GUI (KDE, Gnome etc.)
• Linux printing (PPD, CUPS)
• Experience working with remote server management systems like ILOM, IMM, DRAC etc.
• Experience with kernel virtualization (KVM)
• Experience with Oracle Cloud, Azure or AWS based Cloud Architecture and migration
• Experience with VM Virtualization (Oracle VM/Xen/WM Ware)
• Experience with Containers (Open Container Initiative, Docker)
• Experience with Container Orchestration/Deployment/System Management solutions (Kubernettes, RedHat Satelite, SpaceWalk, Ansible)

 

Education

·         B.S. (Computer Science) or equivalent preferred

·         Other qualifications with adequate experience might be considered

 

!|!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)

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).!|!