Senior Big Data Support Engineer

OVERVIEW:

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.

 

QUALIFICATIONS:

 U.S. Citizenship is required. This position requires you to be eligible to receive a federal security clearance if needed which requires you to be a U.S. Citizen. 

Bachelor’s degree in computer science, Engineering or related technical field
5+ years of proven professional and technical experience in Big Data Appliance (BDA), Oracle Cloud Infrastructure (OCI), Linux OS and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie etc.
Excellent verbal and written skills in English

SKILLS & COMPETENCIES:

Minimum technical skills:
As a member of the Big Data Appliance (BDA), the focus is to troubleshoot highly complex technical issues related to the Big Data Appliance and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie etc.
Have good hands-on experience in Linux Systems, Cloudera Hadoop architecture, administration and troubleshooting skills with good knowledge of different technology products/services/processes.
Responsible for resolving complex issues for BDA (Big Data Appliance) customers. This would include resolving issues pertaining to Cloudera Hadoop, Big Data SQL, BDA upgrades/patches and installs. The candidate will also collaborate with other teams like Hardware, development, ODI, Oracle R, etc to help resolve customer’s issues on the BDA machine. The candidate will also be responsible for interacting with customer counterparts on a regular basis and serving as the technology expert on the customer’s behalf. Oracle Analytics products (BIEE/OAS, OAC, BI APPS)
Experience in multi-tier architecture environment required.
Fundamental understanding of computer networking, systems, and database technologies.

PERSONAL SKILLS:

Desire to learn, or expand knowledge, about Oracle database and associated products
Customer focus
Structured Problem Recognition and Resolution
Experience of contributing to a shared knowledge base
Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.
Communication
Planning and organizing
Working globally
Quality
Team Working
Results oriented

Career Level - IC3

 

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RESPONSIBILITIES:

To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
Contributing to Knowledge Management content creation and maintenance
Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
Operating within Oracle business processes and procedures
Respond and resolve customer issues within Key Performance Indicator targets
Maintaining product expertise within the team
Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product

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: from $21.59 to $60.63 per hour; from $44,900 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 comprehensive bene