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Job Description

Department Description

Cloud and Exadata Database Support Organization

Oracle Solution Support Center (SSC) is a specific unit within Oracle Support, focusing exclusively on facilitating the continual operational improvement of customers’ Oracle environment, throughout the lifecycle of Oracle solution.

The SSC team is made of a number of highly skilled and experienced Oracle support engineering team in charge of servicing designated set of ACS Customers. Service delivery is primarily remote and requires advanced knowledge of the full Oracle Database product stack, from an implementation and supportability standpoints.

Job Description

This position is for a Senior/ Principal Technical Support Engineer

The team’s main responsibility is to solve & resolve highly complex technical issues on Oracle Cloud and Exadata On-Prem platforms, spanning across database footprint including Exadata architecture, Real Application Clusters, High Availability, Data Guard, Corruption, Backup and Recovery, RMAN, ZDLRA, Performance, Memory Management, Parallel query, Query tuning, Storage, ASM, GoldenGate, Replication, Security, Networking, Enterprise Manager etc.

The candidate is required to work in partnership with team members including SSC Customers, ACS/SSC and GCS engineers and Managers, Account Managers, ACS Sales and product Development teams.

Selected candidate should have hands on experience on UNIX, Linux and/or Solaris platforms.

The candidate will be widely regarded as a domain authority (SME) and will need to demonstrate an ability to resolve complex problems across wide stack.

Selected candidates should be able to work autonomously as well as within a group

The Engineer will be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address very complex and demanding, critical customer issues.

RESPONSIBILITIES

The main role of a Support engineer is to solve highly complex technical problems (Oracle Database & Cloud/Exadata) requiring high level of technical expertise

• Works directly with customers

• Participates in weekend rotation and shifts

• Participates in initiatives that improve overall product and documentation quality

• Participates in product/platform testing

• Drives improvements in product quality

• Serves as Situation Manager on highly critical Customer issues

• Consults with Management in directing resolution of critical Customer situations

• Consults with Customers on complex use of Oracle products

• Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc.

• Creation/Review of Knowledge Articles

• Contribute significantly towards the “My Oracle Support” Database communities

• Analyzes work load, determines standard processes and implements changes to improve productivity

• Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about standard processes, writing tools / utilities

QUALIFICATIONS

• Technical degree or equivalent experience i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Management Information Systems / Engineering / Math / Physics or validated professional and technical experience.

• Greater than 10 years of industry experience

TECHNICALSKILLS

We are looking for a core technical person, who has hands-on Database administration experience on UNIX/Linux and/or worked as L3 level support engineer and/or having equivalent knowledge. You should have expertise in Exadata, Real Application Cluster (RAC), Dataguard & ASM/Storage areas. Operating systems expertise / SA &general awareness on rest of the areas mentioned below, will be an added advantage

• Database architecture knowledge and administration

• Experience with clustering technologies from different vendors

• Thorough understanding of the Oracle database features

• Extensive hands on interaction with large Database management systems

• ZDLRA, Backup and Recovery, RMAN, knowledge of various restore and recovery scenarios.

• Performance Tuning, Parallel query, Query tuning

• Networking

• Partitioning

• Database Security

• Golden Gate & Replication

• Enterprise Manager

• General UNIX/Linux concepts & Administration

• Managing Kernel Parameters, Partitioning and File systems

PERSONAL ATTRIBUTES

• Self driven and result oriented

• Strong Problem solving/analytical skills

• Strong customer support and client relation skills

• Ability to work effectively in high volume & high pressure situations

• Effective communication (verbal & written)

• Focus on relationships (internal & external)

• Strong willingness to learn new things and share them with others

• Influencing/negotiating

• Standout colleague

• Customer focused

• Confident and decisive

• Enthusiasm

• Flexibility

• Coaching/knowledge transfer

• Ability to write technical Bulletins

• We work west coast hours and weekend shifts

Work Location:

Orlando, Colorado Springs, remote worker

For External Candidates onlyNote - As part of Oracle's U.S. employment process, candidate(s) will be required to complete a background check, prior to an offer being extended.These background checks include:Prior Employment VerificationEducation VerificationSocial Security TraceCriminal Background CheckMotor Vehicles Records (where required for position)

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.

Range and benefit information provided in this posting are Colorado-specific.

Colorado Pay Range: from $38.02 to $76.04 per hour; from $79,000 to $158,000 per annum; Overtime available with management approval. Equity may be approved based on skillset.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle’s differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity---.

Oracle offers a comprehensive benefits package which includes the following:1. Medical, dental, and vision insurance, including expert medical opinion.2. Short term disability and long term disability3. Life insurance and AD&D4. Supplemental life insurance (Employee/Spouse/Child)5. Health care and dependent care Flexible Spending Accounts6. Pre-tax commuter and parking benefits7. 401(k) Savings and Investment Plan with company match8. Flexible paid time off (unlimited or accrued vacation and sick leave)9. Paid parental leave10. Employee Stock Purchase Plan11. Adoption assistance12. Financial planning and group legal13. Voluntary benefits including auto, homeowner and pet insurance

Career Level - IC4

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

Canada: Hiring Range from $66,700 to $145,000 CAD per annum

US: Hiring Range: from $37.98 to $76.06 per hour; from $79,000 to $158,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer