Principal Technical Support Engineer 4 - ZFS Storage

As a Principal Support Engineer within the ZFS support organization you will be the technical expert and primary point of contact for the customer. You will work with the customer to address technical questions, troubleshoot issues, and resolve inquiries on the ZFSSA / ZS Cloud OCI products while facilitating effective and timely communication toward an expeditious resolution.  Always maintain a high level of professionalism and business acumen as you facilitate the customers relationship with the support organization, while also providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

 

Technical Expertise:

A candidate for consideration should have experience and a good understanding in the following areas:

Storage:

• Storage protocols:  iSCSI, Fibre-Channel, SCSI, SATA, SSD, NVMe, NDMP, etc.
• Storage concepts: NAS, (RAID) topologies, HDD, SSD, Block Device, Remote Replication, File Encryption, File Retention, Pooled Storage, Snapshots, High Availability, Cluster, Shadow Migration, ZFS, etc.
• Hands-on experience with: Installation, upgrading and troubleshooting (performance, multiple disk drive failures, system hang / panic, etc.) NAS and other data storage environments.  An existing knowledge of the ZFS Storage Appliance hardware architecture, and ZFS concepts (zpool, filesystems, file permissions, etc.) is a plus.
• Cloud Storage: Oracle Cloud / Oracle Cloud Infrastructure (OCI) and / or experience with other cloud vendor solution.
• Certification: Storage product certification is an advantage.

Network:

• Networking concepts and topologies: OSI Model, hybrid, mesh, hub-and-spoke, etc. 
• Network protocols: Ethernet, Infiniband, TCP/IP, NFS, dNFS, SMB, LDAP, DNS
• Hands on experience with: Infiniband, network routing, network switches, VLAN, LACP, IPMP, Network Security, etc.
• Experience with industry standard tools to troubleshoot and diagnose network connectivity and performance problems: traceroute, tcpdump, packet analyzers, etc. 
• Certification: Cisco Certified Network Associate (CCNA) and/or any other network certification.

Operating Systems:

• Solaris, Oracle Linux, LINUX, UNIX, Microsoft Windows Server.
• Hands-on-experience with:  Active Directory server and related environment.  Knowledge of Solaris internals and concepts such as Kernel, threads, stack, locking mechanisms, scheduling and memory management are a plus.
• Ability to write and understand shell script and/or C.

Soft Skills:

• Skills in troubleshooting, and problem resolution.
• Good customer interaction and organizational skills.
• Good verbal and written English Language communication skills.

Career Level - IC4

Job responsibilities for this role are varied, complex and often require utilizing independent judgement. Some responsibilities of the Principal Support Engineer are:

• Remote technical support using phone, email, and web applications technologies.

• Technical support to include problem isolation, troubleshooting, and resolution of hardware and software for the ZFSSA storage and ZS OCI cloud product.  May also require systems level      troubleshooting skills and or system administration skills (Solaris, Windows, Linux, etc.) of networked clients that are interconnected to the ZFSSA and/or ZS OCI environment(s).

• Create knowledge documentation as necessary to assist with possible future problem resolution.

• Work closely with all levels of the customers technical staff that are related to solving the problem.

• Collaborate with other support domains, parts dispatch, development, and sales teams within Oracle to facilitate a resolution, and ensure proper support delivery is available for customer needs.

• Prioritize workload and advance technical problems where appropriate to the next level of expertise.

• Effective time management skills.

• Ability to learn and integrate new technologies in a fast-paced environment.

• Remote troubleshooting experience with server and storage products, hardware and software, system level troubleshooting skills and or system administration skills (Solaris, Windows, Linux, etc.).

• Work on weekends /holidays may be needed from time to time.

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

US: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to