Job description

Solution Support Center (SSC) is a premium support service offered by Oracle's Advanced Customer Services (ACS).  SSC provides the customer with a highly personalized advanced level expert reactive and proactive support on Oracle products like database, engineered systems, applications, middleware etc.

Reactive support includes helping the customers resolve their critical production issues in the quickest possible way and identify the root cause. Proactive support includes performing technical assessments of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, help implement new features and options, etc.

Responsibilities:

1. Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
2. Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
3. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
4. The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.
5. Educate and walk the customer through the problem-solving process.
6. Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
7. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g., Product support, Product development etc.)
8. Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.

Requirements

1. Degree in Computer Science, Engineering, related field or equivalent.
2. Minimum 6 Years’ experience as an Oracle database engineer/DBA
3. Excellent written and spoken English communication skills. Candidate will be working remotely with high-profile customers around the world.
4. Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.
5. Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery
6. Experience in database upgrades, migrations, installations, and patching
7. Experience in one or more of the following technical areas is a plus: Oracle Security products, Oracle Golden Gate, Exadata, Super Cluster, ZFS, ZDLRA.
8. Ability to quickly grasp complex technical issues
9. Willingness to work in shifts and on weekends
10. Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose, and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.
11. Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice
12. Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone.

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.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.