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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize 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).

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 troubleshoot & 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 a subject matter expert in their current role and will demonstrate the ability to resolve complex problems or identify acceptable workarounds. He/she 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 troubleshoot 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 best practices and implements changes to improve productivity
• Proactively contributes to increasing the team efficiency by sharing knowledge, providing feedback about best practices, 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 / Engineering / Math / Physics / Chemistry or proven professional and technical experience.
• Oracle OCP DBA certification - Preferred
• Oracle OCM DBA Certification is a plus
  

TECHNICALSKILLS

We are looking for a core technical person, who has hands-on Database administration experience on UNIX/Linux and/or worked as L3 level support engineer and/or having equivalent knowledge. He/She should possess the following technical skills:

• Database architecture knowledge and administration
• Good knowledge on Exadata, Exadata Cloud and OCI architectures.
• Experience with cloud technologies from different vendors
• Thorough understanding of the Oracle database features
• Extensive hands on interaction with large Database management systems
• Real Application Cluster (RAC) & ASM/Storage areas
• ZDLRA, Backup and Recovery, RMAN, Dataguard, knowledge of various restore and recovery scenarios.
• Performance Tuning, Parallel query, Query tuning
• Networking
• Partitioning
• Database Security
• Golden Gate & Replication
• Enterprise Manager
• General UNIX/Linux concepts & Administration
• Managing Kernel Parameters, Partitioning and File systems
• Operating systems expertise will be an added advantage .

PERSONAL ATTRIBUTES

• Self-driven and result oriented
• Strong Problem solving/analytical skills
• Strong customer support and client relation skills
• Ability to work effectively in high volume & high pressure situations
• Ability & Flexibility to work late shifts
• Effective communication (verbal & written)
• Ability to Network (internal & external)
• Strong willingness to learn new technologies / skills
• Ability to Influence/negotiate
• Team player
• Customer focused
• Confident and decisive
• Enthusiastic
• Ability to Coach / share knowledge
• Ability to write technical Bulletins