Oracle Advanced Customer Services (ACS) is looking for Advanced Services Engineers (ASEs) to deliver proactive and reactive technical support to customers.

The Advanced Customer Services (ACS) is a unit within Oracle’s Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers.

More information about ACS: https://www.oracle.com/support/advanced-customer-support/index.html

The ACS Advanced Service Engineering organization consists of a diverse, highly skilled, and specialized team Advanced Services Engineers (ASE) who bring deep technical expertise in the entire Oracle Product and technology set. As integral part of a global Organization, the ASE will be working within an international environment and contribute to global technology driven initiatives or innovation programs for continuous service improvements. Regular training is available and required to maintain an up to date knowledge of latest developments of Oracle products and services.

 

For this position, we look for an experienced, talented and self-motivated Advanced Services Engineers to work with customers across the world.

 

Description

What You’ll Do - Be the vital piece of the puzzle that connects us to the millions of businesses that need our help to evolve.

·        Proactively working with ACS customers to ensure their successful deployment of the Oracle Infrastructure Platform.
·        Technical assistance with software installation
·        Customer solutions architecture concepts and reviews (e.g. HA)
·        Performance assessments and tuning
·        System configuration health checks
·        Upgrade and implementation planning and advice on Patch Management
·        Proactively alerting customers to product developments and issues
·        Knowledge Transfer: Prepare and present training programs (and technical workshop), designed to educate Support Services employees and customers on technical topics
·        Delivery of reactive onsite technical support in a timely manner
·        Resolve high level, complex or previously unknown issues, requiring expert technical knowledge and business acumen
·        Perform root cause analysis of difficult product problems and their solutions/technical escalation management
·        Interact with key customer personnel to enhance collaborative problem solving
·        Providing and verifying problem workarounds or patches
·        Researching and responding to technical enquiries
·        Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
·        Become a trusted advisor for our ACS customers
·        Forming effective professional relationships with Oracle Technical Account Managers (TAM), Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.

Required Skills/Experience

What You’ll Bring Your enthusiasm, knowledge, and customer-centricity. We also look for:

 

•     Solaris Server and Solaris Cluster: Configuration, Administration, Security and Troubleshooting, Migration
•     Experience in Solaris virtualization: Zones, LDOMS and Oracle VM server for SPARC
•     Exadata: Architecture, Configuration, Troubleshooting for Exadata
•     Exadata Cloud at Customer (ExaCC)
•     SuperCluster & ZDLRA
•     Oracle Zero Data Loss Recovery Appliance (ZDLRA)
•     Experience with ZFS SA Configuration, Administration and Troubleshooting

 

 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

 

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

 

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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.