Technical Analyst 3-PCA (Private Cloud Appliance) Support

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 Compute Cloud@Customer deployments.  By joining this proven team of virtualization professionals, you will assist customers worldwide in resolving problems requiring a wide-ranging ability.  It is essential for the analyst in this position to be capable of providing sufficient support to customers in a timely manner.

You will be the technical interface to Oracle customers, Original Equipment Manufacturers (OEMs) and beneficial Resellers (VARs) to resolve problems related to the installation, recommended maintenance and use of Oracle products.  Your primary task will be to provide support to customers and maintain a high level of customer satisfaction within proper guidelines. Work with general guidance from other senior support engineers, management and independently to resolve customer problems.  Solutions can take time to develop through research, collaboration and/or problem replication in a lab environment.

Duties and tasks are standard with some variation.  Completes own role largely independently within defined policies and procedures.  6-10 years prior working experience with Oracle products, or at least 8 years related experience without Oracle products, and a technical degree (i.e. BS in Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry) with a 60% aggregate desirable.

Career Level - IC3

• Remote technical support using phone, e-mail, and Web application technologies for Private Cloud Appliance and Oracle Compute Cloud@Customer customers worldwide.
• Handling and pursuing customers for updates towards problem resolution.
• Customers will look to you for assistance in addressing their needs in a timely, professional manner.
• Filing and tracking product defect reports.
• Requesting and tracking enhancement requests.
• Creation of Knowledge documents.
• Proactive and reactive Critical issue management including regular monitoring and reporting of open Executive-level advanced issues and coordinating Support/Development resources to expedite resolution.
• End-to-End handling of service tickets from customers about Oracle's Private Cloud Appliance.
• Monitor the team's service tickets and respond to them if appropriate.
• Analyze software defects and communicate with our Engineering Team as required. 

Experience and Skill Requirements:

• Knowledge of one, or more, Cloud Platforms and/or Infrastructure products---preferably Oracle Private Appliance (PCA), cloud deployments with Oracle Exadata Cloud at Customer (ExaCC), Oracle Cloud Infrastructure (OCI), etc.
• Knowledge of the Linux Operating System (OS) / Linux Internals
• Knowledge of Storage fundamentals, NFS, iSCSI---ZFS Storage Appliance experience is desirable
• Knowledge/Experience in Virtualization technologies (OVM, Xen, KVM, Docker, etc.)
• Knowledge of Cloud Technologies (Oracle OCI/Kubernetes/Python/MySQL)
• Knowledge of Networking products and technologies (Network switches, Networks protocols, Network Security (firewalls), Load Balancers, InfiniBand---CCNA is a plus
• Beneficial to have knowledge/experience in, Ansible, Terraform, Puppet
• Customer-focused with a proactive and responsive approach
• Strong written and verbal communication skills (in English)
• Strong analytical and solve skills

This position may require a 24x7 rotational shift to provide support for customers in JAPAC/EMEA/AMER regions.  The position may also require weekend shift work on a rotational basis.

This could be the opportunity for you.  Apply today!

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

CA: Hiring Range in CAD from: $58,100 to $127,000 per annum.
US: Hiring Range in USD from $24.95 to $60.63 per hour; from: $51,900 to $126,100 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 compre