Oracle Hiring for Technical Analyst 4-Support at Remote, United States Full Time

Job Description

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).

If you are a Colorado resident, Please
Contact us or Email us at [email protected] to receive compensation and benefits information for this role. Please include this Job ID: 150151 in the subject line of the email.

Responsibilities

Responsibilities:

As a 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). You should be able to work with minimal guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Additional Responsibilities shall include (but are not not limited to):

• Perform base problem determination and support-fixes for hardware, software, customer questions or queries, features, installation, method of procedure (“MOP”), process or network issues.

• Perform software upgrades support.

• Execute maintenance operations (hardware and software, i.e. server reboots or remote disk replacement MOPs).

• Provide the Engineering team with problem descriptions which cannot be resolved by the Support team in accordance with the performance measurements identified by Oracle.

• Escalate issues to Engineering team and continued management of such issues.

• Adhere to Service Request (“SR”) quality record and documentation standards, TL9000 metrics and standards.

• Perform triage of the incoming SR to determine the correct severity / urgency and involve correct level of support team.

• Willing to work hours between 9a-9p EST (8hr shift)

Experience:

• 5+ years knowledge/experience with LAN and WAN technologies: Routers and Switches

5+ years Knowledge/experience with layer3 IP Routing and layer2 switching

• Analyzing and debugging IP packet captures using Wireshark/Tshark

Operating Systems: Linux/Unix command line and OS troubleshooting

• Database experience

• Protocols: TCP/IP, SNMP, Diameter, Radius, DHCP, SS7, IXP

• Interoperability/QA testing experience

• Professional documentation skills writing Method of Procedures (MOPs), Root Cause Analysis (RCAs), Technical Service Bulletins (TSBs), step by step technical procedures

Experience with Eagle STP, PIC, Diameter a plus

• We are looking for a minimum of two years prior working experience with Oracle products (or at least three years related experience without Oracle products)

• BS Computer Science, Management Information Systems, or comparable degree OR 4+ years of professional experience with professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.) is preferred.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.