Platinum Implementation Senior 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 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. Have an understanding of 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. Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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 -

Career Level -

As a member of the Platinum SW Support Delivery team, your focus is to deliver specific post-sales services to the Oracle customer base while serving as an advocate for customer needs. This involves installation, configuration and maintenance of the Monitoring Solution centered on Oracle Advanced Support Gateway, which represents the foundation for delivering the Oracle Platinum Services provided to Oracle Premium Customers. 

As primary point of contact for customers during the monitoring solution implementation or re-implementation stage, you will be responsible for solving and answering technical or non-technical customer enquiries related to the Platinum Services and solutions provided, facilitating resolution by engaging engineering and development teams, provide advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

 

Platinum Implementation Team scope:

Implement Platinum Services technical infrastructure. This includes Oracle Advanced Support Gateway installation and configuration for different Platinum eligible Engineered Systems (Exadata, SuperCluster, Private Cloud Appliance, ZFS, ZDLRA, etc), as well as installation and configuration of Oracle Enterprise Manager, Auto Service Request Manager and other related tools.

 

QUALIFICATIONS:

• Bachelor’s Degree in Information Technology, Computer Science or equivalent work experience
• Experience in multi-tier architecture environment required

 TECHNICAL SKILLS / CERTIFICATIONS DESIRED:

• Very good understanding and extensive experience with Linux Operating systems (install/patch/diagnose)
• Good understanding of networking, ability to diagnose and configure
• Knowledge of Oracle and/or MySQL Database is a plus 
• Programming in Shell, Python, Perl, SQL/PL-SQL. Understanding, writing and troubleshooting scripts is a plus.
• Good understanding of Security requirements for remote services
• Thorough understanding of System Monitoring techniques, Oracle products or similar:
  • Experience with Oracle Enterprise Manager is a plus
  • Installing, Configuring & Patching Oracle Management Server and Agents
  • Discovering Database Targets and other Oracle Targets
  • Troubleshooting OMS and related Agents
  • Using EM Console on day-to-day basis for Database Management & Monitoring activities
• Good understanding of Security requirements for remote services
• English Language: excellent reading, writing and speaking 

PERSONAL STRENGHTS:

• Self-driven and result oriented
• Strong customer service orientation
• Excellent  communication skills (verbal and written)
• Strong organizing skills: able to handle and manage multiple tasks by planning, coordination and prioritization
• Adaptable, flexible and able to jump seamlessly from one task to another in a fast moving environment 
• Strong troubleshooting and analytical s