Job Description

The Customer Success Services (CSS) organization consists of a diverse, highly skilled, and specialized team Advanced Support Engineers (ASE) who bring deep technical expertise in the entire Oracle Product and technology set

 For this position, we look for an experienced, talented and self-motivated Advanced Support Engineers to work onsite or remotely from customer premises Or Cloud.

 The role is focused on Production operation support for Oracle Infrastructure products, mainly deployed on Oracle Engineered Systems Platforms but also in SPARC platforms, and on Cloud Infrastructure (OCI) or Cloud at Customer (ExaCC) deployments.

Job Responsibilities:

• Client-specific and proactive support of dedicated CSS customers to ensure operational excellence of Oracle Infrastructure & Platform deployments on premise, in the Cloud or both
• Act as a trusted technology advisor for our CSS customers with a deep knowledge of the customer's requirements and environments
• Maintain effective professional relationships within the global CSS practice, with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff at various levels
• In close cooperation with the Technical Account Manager, act as a customer advocate within the Oracle eco system
• Customer solution architecture advice and reviews, conceptual support (e.g. Security, High Availability, Performance, maintainability,)
• Technical assistance with installation & configuration, health checks, applying best practices for modern IT environments
• Performance assessments and tuning assistance
• Proactive Upgrade and Patch Management advice and/or patch implementation
• Advise customers on product evolutions and features, avoidance of predictable issues
• Lead to innovation by Knowledge Transfer, prepare and deliver technical workshops or training, designed to educate customers or peers on technology related updates
• In close collaboration with Oracle Global Customer Support, deliver critical technical support tasks, connected or onsite, e.g. issue reproduction and resolution, testing and validation of fixes, …
• Facilitate root cause analysis for product problems and identify method of resolution
• Provide and verify workarounds or patches
• Resolve complex or previously unknown issues, requiring deep technical expertise and strong interdisciplinary teamwork
• Interact with key customer personnel to enhance collaborative problem solving
• Follow through escalation management as required
• Research and respond to technical enquiries

 

EXPERIENCE AND TECHNICAL SKILLS:

• Hands-on experience in installation, configuration, operation and administration for one or more Oracle Cloud / Platform and Infrastructure products, preferably Oracle Engineered Systems (Exadata, ODA), Oracle Private Appliance (PCA), or cloud deployments with Oracle Exadata Cloud at Customer (ExaCC)  or Oracle Cloud Infrastructure (OCI)
• Strong OS Administration skills with Unix / Linux (Oracle Linux) are essential. Solaris and Solaris-Cluster skills are a plus
• Knowledge and experience in associated storage options, ZFS Storage appliance
• Knowledge on implementing and maintaining related Oracle products: Real Application Clusters (RAC) and Oracle Grid Infrastructure, Oracle ASM (Automatic Storage Management), Enterprise Manager OEM, Oracle VM, Oracle Directory Server
• Experience with Cloud Observability and Management platform (O&M).
• Oracle Security is must.. 
• Will add a plus to have knowledge and experience on the following topics:
• Backup and Recovery projects. RMAN,. ZDLRA (Zero Data Loss Recovery Appliance)
• Networking products and technologies: Network switches, Networks protocols, Network Security (firewalls), load balancers.
• Experience on automated deployment tools (DevOps)
• Sql et scripting (shell, python, etc)
• Any of the following Cloud technologies : Oracle OCI, Kubernetes, Ansible, Terraform, virtualization technologies (Xen, KVM, Docker, others)
• Oracle Database releases 11g and/or 12c or 19c

 PERSONAL COMPETENCIES:

• Excellent analytical skills and systematic practical orientation
• Self-motivated and resourceful, self-education attitude
• Distinct receptiveness to technical innovations
• Strong communication skills in English verbal and in writing
• Good presentation and documentation skills
• Work as a team-player and demonstrate own initiative
• Ability to work unperturbed under pressure in escalated situations
• Effective communication with appropriate hierarchy levels
• Demonstrate ownership of complex (escalated) issues or problems
• Ability to travel on regular basis
• Ability to work in Standby basis (24x7), or scheduled out of hours operations
• Ability to work Fridays - Saturdays and Holidays.

 

PROFESSIONAL QUALIFICATIONS:

• University Degree or comparable education/professional experience
• Previous work experience in a Support, Consulting, IT Operations or Administration organization would be ideal.

Oracle Certified Associate and/or Professional qualification will be an advantage and/or OCI certifications.

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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.

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).