OCI Cloud Support Engineer - Networking

PLEASE NOTE: Job Locations for this position are Nashua-NH, Austin-TX, Broomfield-CO, Nashville-TN.

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 entails addressing post-sales non-technical inquiries via phone, tickets, and electronic channels, as well as tackling technical questions related to the utilization and troubleshooting of our Electronic Support Services. Serving as a key point of contact for our customers, you will play a pivotal role in nurturing customer relationships with Support and offering guidance to internal Oracle personnel on a wide array of customer situations and intensified issues. In addition to resolving specific customer issues, our team also works closely with service owners to identify and drive resolution to any large-scale issue that may have a broader impact within Oracle. 

The ideal candidate will exhibit a customer-centric attitude and actively pursue technical challenges daily. Our Technical Support Engineer team is available round-the-clock, 365 days a year, to provide technical assistance. This position presents an exhilarating chance to create a significant difference by connecting public and private sectors, instigating positive transformation, and playing a role in advancing our mission. 

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. Understand all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. This job may require working on projects and while continuously staying up to date with industry trends. 

Must be a U.S. Citizen or Permanent Resident of the United States. 

Visa sponsorship is not available for this role.

Career Level - IC3

.Required Skills:

• Networking Fundamentals: A solid understanding of networking principles, including OSI model, BGP, NICs, TCP/IP, DNS, DHCP, VLANs, subnetting, and routing is essential.
• Networking services: Familiarity with services such as VCNs (Virtual Cloud Networks), subnets, security lists, internet gateways, route tables, VPN, load balancers, WAF (Web Application Firewall), Network Firewall, and DNS services.
• Network Security: Understanding of network security concepts and hands-on experience with implementing security controls such as firewalls, network access control lists (NACLs), security groups, and VPN configurations. 
• Proficient in reading, parsing, and comprehending logs, which encompass Lumberjack, TCP Dump, Wireshark, Netstat, Iperf, ICMP, Curl, and VPN logs.
• Troubleshooting Skills: Ability to diagnose and resolve network-related issues effectively, including packet analysis, tracing routes, identifying misconfigurations, and solve connectivity problems.
• Collaboration and Communication: Superb communication skills to interact with multi-functional teams, articulate technical concepts to non-technical collaborators, and collaborate effectively in a fast-paced environment.
• Customer Service Orientation: Ability to provide timely and effective support to customers, understand their requirements, and deliver solutions that meet their needs while adhering to service level agreements (SLAs).
• Documentation: Ability to document network configurations, procedures, and troubleshooting steps accurately.
• Great Teammate: Capability to work multi-functionally within a team environment, share knowledge, mentor junior team members, and contribute to the overall success of the networking support team.

Preferred Skills 

• Scripting and Automation: Familiarity with scripting languages like Python, API, CLI, shell scripting, or PowerShell to automate repetitive tasks, streamline processes, and enhance operational efficiency. 
• Experience with Monitoring and Logging Tools: Familiarity in using monitoring and logging tools such as CloudWatch, Grafana, or third-party tools to monitor network performance, detect anomalies, and solve issues proactively.
• Project Management Skills: Basic project management skills to plan, complete, and manage networking projects effectively, including requirements gathering, resource allocation, scheduling, and progress tracking.
• Relevant certifications from networking vendors such as Cisco (CCNA, CCNP, CCIE), Juniper (JNCIA, JNCIS, JNCIE)