Oracle Enterprise Manager Support Specialist          

We have an exciting opportunity to recruit a senior or principal engineer into a small but very highly experienced technical support team located in Bucharest. This team is small part of our global Enterprise Manager Support team located around the world and is located within one of Oracle Global Support centers. Working in Enterprise Manager Support will enable the successful applicant to work with a diverse and challenging product set including Oracle Database; Engineered Systems; Cloud, Application and Middleware management, Application Performance Management and Oracle’s Lifecycle management solution. Applicant must have a proven combination of technical and customer service excellence and be able to demonstrate their ability to manage and resolve multiple time critical complex problems. The team’s main responsibility is to troubleshoot problems with Enterprise Manager for globally located customer problems but working primarily during European working hours. The successful candidate should be widely regarded as a subject matter expert in their current role and demonstrate the ability to resolve complex and often ambiguous 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 candidate should be adept at building relationships across organizations and cultures and leveraging these relationships to resolve cross-product issues. The successful candidate will have excellent English language communication skills, both verbal and written and must be comfortable interacting with Executives and Senior Management. A support engineer is expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. The role requires also a good flexibility covering Severity 1 issues and some weekend responsibilities including working in shifts.

 

RESPONSIBILITIES:

 

• Working directly with customers manage and resolve Service Requests on Oracle products and contribute to proactive support activities according to product support strategy and model
• Actively share knowledge via Training sessions, Formal Mentoring, Creation/Review of Knowledge Repository Articles
• Consults with Management in directing resolution of critical Customer situations
• Participates in initiatives that improve overall product and documentation quality
• Serves as Situation Manager on highly sensitive proactive and reactive Customer issues
• Promotes the technical and professional development of others, i.e. mentoring others
• Proactively contribute to increasing the teams efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities
• Participate in weekend rotation and shifts

 

 

TECHNICAL SKILLS:

 

Have at least two or three of the following technical skills:

• Understanding of Oracle Enterprise Manager features including  12c/13c Cloud Control
• Operating system knowledge (Unix, Linux and/or Windows) and networking knowledge
• Very good knowledge in Middleware products such as Weblogic
• Good knowledge in databases
• Understanding of cloud compute fundamentals

 

 

QUALIFICATIONS:

 

• Proven professional and technical experience
• 3+ years of experience network, application server  or system administrator role
• Excellent verbal and written skills in English

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).