Senior Technical Support Engineer (Private Cloud Appliance)

Oracle provides a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems. Oracle is hiring expert technical support staff for its Private Cloud Appliance engineered system, a cost-effective solution for rapid, hybrid cloud deployment and is the foundation of Oracle Cloud@Customer deployments which is based upon Oracle Linux and Oracle VM technologies. By joining this proven team of Cloud professionals, you will assist customers worldwide in resolving issues requiring your wide-ranging skill set. It is essential for the analyst in this position to be capable of providing sufficient support to customers in a timely manner.

As a member of the Support organisation, 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. Your primary task will be to provide support to customers who contact the Oracle Support and maintain high level of customer satisfaction while meeting guidelines. Able to work with general guidance from senior engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration, or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 6+ Years prior working experience with Oracle products (or at least eight years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 60% aggregate.

Career Level - IC3

Responsibilities:

• Provide remote technical support using phone, email, and web applications technologies for Private Cloud Appliance, Oracle VM to customers worldwide.
• Handling, and pursuing customers for updates towards problem resolution.
• Customers will look up to you for assistance in addressing their needs in a timely, professional manner.
• Filing, tracking product defect reports.
• Requesting and tracking enhancement requests.
• Creation of Knowledge documents
• Proactive and reactive Escalation management including regular monitoring and reporting of open Executive-level escalated issues and coordinating Support/Development resources to expedite resolution.
• End to End handling of service tickets from customers about Oracle's Private Cloud Appliance, Oracle VM products.
• Monitor team's service tickets and respond to them if needed.
• Analyse software defects and communicate with our engineering team regarding them.
• Receive escalation requests and discuss countermeasures with customers.
• Act as an interface with support, sales and professional services organizations to ensure proper support delivery is available for customer needs.
• Display and maintain high level professional behaviour all times.
• Ensure proper implementation of corporate goals and processes.

Technical Expertise:

At least 6 years of working experience and expertise in the following areas:

Cloud Platforms/Technologies

• Experience/Knowledge in One or more Cloud Platforms or Infrastructure products, preferably Oracle Private Appliance (PCA), or cloud deployments with Oracle Exadata Cloud at Customer (ExaCC) or Oracle Cloud Infrastructure (OCI).
• Knowledge of Cloud technologies (Oracle OCI /Kubernetes/Python/ MySql /others).
• Will add a plus to have knowledge/experience in Ansible, Terraform, puppet.
• Certifications of Cloud/Cloud technologies is an advantage.

Linux and Virtualisation

• Expertise and Knowledge of the Linux OS.
• Knowledge/Experience in Virtualisation technologies (Xen, KVM, Docker, others).
• Experience in Oracle Linux/Virtualisation is an added advantage (OEL/OVM/OLVM)

Network:

• Knowledge on Networking products and technologies: Network switches, Networks protocols, Network Security (firewalls), load balancers, InfiniBand.
• Experience with TCP/IP protocols, routing, network Virtualisation
• CCNA, Network Certification is an added advantage

Storage:

• Good understanding of storage concepts, Storage fundamentals
• knowledge on storage protocols- NFS/ISCSI
• Knowledge on ZFS storage appliance is an added advantage.

Soft skill:

• Customer focused with a pro-active and responsive approach.
• Strong written and verbal communication skills in English
Strong analytical and troubleshooting skills.

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This position may require 24/7 rotational shift to provide support for our customers in JAPAC/EMEA/AMER regions.
The position may also require working on weekends/Holidays as per the shift roster from time to time.