Bilingual (Japanese) Exadata SME DBA - Principal Technical Support Engineer

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 inquiries regarding the use of and trouble shooting for our Electronic Support Services. A main 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 advanced issues.As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A main focus is to create/use automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits. 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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Career Level - IC4

JOB DESCRIPTION

This position is for a Principal Support Engineer to join an established Oracle Database Exadata & Cloud support team. Candidate needs to be fluent in Japanese language (verbal and written) as well as English. Candidate needs to be located in the US - East Coast is a preference - and will be largely supporting customers in Japan. 

The team’s main responsibility is to trouble shoot & resolve highly complex technical Cloud and  Exadata Database.  We are seeking expertise in the following areas - candidates with wider skill range will have advantage:  Cloud, Exadata, Real Application Clusters, High Availability, Data Guard, Recovery, ZDLRA, Performance, Memory Management, Database and Query tuning,  Storage, ASM, Golden Gate, Security, Networking, Enterprise Manager etc. The Engineer should have good hands on experience on UNIX, Linux and/or Solaris platforms.  

The selected candidates are expected to work in partnership with customers, other support engineers and developers to deliver a superior ownership experience to the customer. The selected candidate will have opportunities to become an Expert / Guru in Database, Exadata & Cloud technologies. The candidate will be widely regarded as an authority in their current role and will demonstrate the ability to resolve complex problems or identify acceptable workarounds. They should be able to perform their assigned duties with a great degree of independence requiring minimal direction. The Engineer is expected to be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address extremely complex, critical customer issues. 

RESPONSIBILITIES

The main role of a Support engineer is to trouble shoot highly complex technical problems (Oracle Database & 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 sensitive 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.
• Creates /reviews Knowledge Articles
• Contributes significantly towards the “My Oracle Support” Database communities
• Analyzes work load, determines standard methodologies and implements changes to improve productivity
• Proactively contributes to increasing the team efficiency by sharing knowledge, providing feedback about standard processes, writing tools / utilities

Who are we looking for?

QUALIFICATIONS

• Greater than 10 years of industry experience
• Technical degree i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Management Information Systems / Engineer