Oracle is hiring expert technical Support staff for its Private Cloud Appliance engineered system, a cost-effective solution for rapid, hybrid cloud deployment, and is the foundation of Oracle Cloud@Customer deployments which is based upon Oracle Linux and Oracle VM technologies. By joining this proven team of virtualization professionals, you will assist customers worldwide in resolving problems requiring a wide-ranging abilities. It is essential for the analyst in this position to be capable of providing sufficient support to customers in a timely manner.
You will be the technical interface to Oracle customers, Original Equipment Manufacturers (OEMs) and beneficial Resellers (VARs) to resolve problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers and maintain a high level of customer satisfaction within proper guidelines. Work with general guidance from other senior support engineers, management and independently to resolve customer problems. Solutions can take time to develop through research, collaboration and/or problem replication in a lab environment.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 6-10+ years prior working experience with Oracle products, or at least 10+ years related experience without Oracle products, and a technical degree (. BS in Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry) with a 60% aggregate desirable.
Experience and Skill Requirements:
1. Knowledge and experience on one, or more, Cloud Platforms and/or Infrastructure products---preferably Oracle Private Appliance (PCA), cloud deployments with Oracle Exadata Cloud at Customer (ExaCC), Oracle Cloud Infrastructure (OCI), etc.
2. Knowledge of the Linux Operating System (OS) / Linux Internals
3. Knowledge of Storage fundamentals, NFS, iSCSI, ZFS Storage Appliance experience is desirable
4. Knowledge/Experience in Virtualization technologies (OVM, Xen, KVM, Docker,
5. Knowledge of Cloud Technologies (Oracle OCI/Kubernetes/Python/MySQL)
6. Knowlesge of Grafana dashboards
7. Knowledge of Networking products and technologies (Network switches, Networks protocols, Network Security (firewalls), Load Balancers, InfiniBand--- CCNA is a plus
8. Will add a plus to have knowledge/experience in Ansible, Terraform, puppet.
9. Customer-focused with a proactive and responsive approach
10. Strong written and verbal communication skills (in English)
11. Strong analytical and troubleshooting skills.
This position may require a 24x7 rotational shift to provide support for customers in JAPAC/EMEA/AMER regions. The position may also require weekend shift work on a rotational basis.
Skills
12. Private Cloud Appliance
13. Virtualisation and Cloud technologies
14. Virtualization technologies
15. Linux/Linux Operating Systems
16. Network Troubleshooting
17. Networking
18. Storage Appliance
19. Storage Technologies
20. Customer support
21. Troubleshooting skills
22. Technical support
Career Level - IC4
Responsibilities:
23. Remote technical support using phone, e-mail, and Web application technologies for Private Cloud Appliance and Oracle Cloud@Customer customers worldwide.
24. Handling and pursuing customers for updates towards problem resolution.
25. Customers will look to you for assistance in addressing their needs in a timely, professional manner.
26. Filing and tracking product defect reports.
27. Requesting and tracking enhancement requests.
28. Creation of Knowledge documents.
29. Proactive and reactive Critical issue management including regular monitoring and reporting of open Executive-level advanced issues and coordinating Support/Development resources to expedite resolution.
30. End-to-End handling of service tickets from customers about Oracle's Private Cloud Appliance.
31. Monitor the team's service tickets and respond to them if appropriate.
32. Analyze software defects and communicate with our Engineering Team as required.
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