Advanced support engineer for CSS

(Database and cloud technologies)

Job description

Oracle customer success services provides the customer with a highly personalized advanced level premium support and services on all of Oracle products and technologies for our customers.

The role of an advanced support engineer is to be able deliver a wide range of these services which includes providing expert level consulting and advisory services, performing architectural design, implementation, and configuration, supporting customers Oracle database and cloud infrastructure, modernization of customers infrastructure by upgrading and migrating to latest cloud platform, resolving technical issues etc.

Responsibilities:

1. Communicate with corporate customers via telephone, written correspondence, and

electronic service regarding finding solutions for technical problems identified in Oracle

Database products.

1. Manage customer’s escalations/expectations and ensure timely delivery of high-quality

resolution on technical issue focusing on root cause analysis and prevention.

1. Develop and implement strategies for providing proactive support resulting in fewer

incidents, increased availability, or accelerated deployments.

1. The prospective candidate should draw upon all resources at Oracle, to advise and consult

on the use of Oracle products to avoid such problems in the future.

1. Educate and walk the customer through the problem-solving process.
2. Adopt Oracle diagnostic methodology & procedures when handling and documenting

technical issues that comply with Support processes, policies & SLAs.

1. Collaborate on cross-team and cross-product technical issues by working with resources

from other groups (e.g. Product support, Product development etc)

1. Research and study product features and keep abreast of new releases and functionalities or

related technologies to maintain product expertise.

Requirements

1. Minimum 6 Years’ experience as an Oracle database engineer/DBA with good exposure to Oracle cloud
2. Extensive knowledge and solid troubleshooting experience in all areas of Oracle database and cloud technologies.
3. Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery
4. Experience in Oracle engineered systems and Golden Gate replication.
5. Cloud administration experience
6. Experience in database upgrades, migrations, installations, and patching
7. Ability to quickly grasp complex technical concepts.
8. Knowledge and experience in administration of engineered system products like Exadata and ZDLRA
9. Willingness to work in shifts and on weekends.
10. Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose, and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.
11. Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice.
12. Excellent interpersonal communication and written skills in English
13. Able to work with minimal supervision, self-motivated, self-directed and take initiative to

collaborate and synthesize with members locally or globally across different geographical time zone

1. Degree in Computer Science, Engineering, related field or equivalent.

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Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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Advanced support engineer for CSS (Database and cloud technologies)

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Career Level - IC4

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As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.