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

·         At least 2 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 issues on enterprise Linux production systems

·         Able to create knowledge documents for internal or customer consumption

 

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 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

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

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

·         You are able to work well with limited daily supervision

·         You are familiar with processes and you are able to user them in your daily work

·         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 have good troubleshooting skills in the technical domain of enterprise Linux infrastructure environments

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

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

• Knowledge of XWindows, Linux desktop GUI (KDE, Gnome etc.)
• Linux printing (PPD, CUPS)
• Experience with kernel virtualizatin (KVM)
• Experience working with remote server management systems like ILOM, IMM, DRAC etc.
• Experience with Oracle Cloud, Azure or AWS based Cloud Architecture and migration

 

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

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).!|!