RESPONSIBILITIES
The main role of a Support engineer is to troubleshoot highly complex technical problems (related to Oracle Database/Exadata) requiring a high level of technical expertise
- Works directly with customers
- 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.
- Analyzes work load, determines best practices and implements changes to improve productivity
- Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities
Who are we looking for?
QUALIFICATIONS
- Technical degree i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Engineering / Math / Physics / Chemistry or proven professional and technical experience.
- Greater than 10 years of industry experience
TECHNICAL SKILLS
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. You should have expertise in Exadata Administration, Real Application Cluster (RAC), Dataguard & ASM/Storage areas. Operating systems expertise / SA & general awareness on rest of the areas mentioned below, will be an added advantage
- Exadata architecture knowledge and administration
- Exadata Hardware issues Diagnosis
- Exadata Nodes Performance and troubleshooting
- Exadata Software Patching and Upgrade
- Exachk analysis and implementation of proactive/reactive enhancements.
- Exadata Storage Administration
- Experience working with OEDA and exadata storage expansion
- Database architecture knowledge and administration
- Thorough understanding of the Oracle database features
- Extensive hands on interaction with large Database management systems
- Backup & Recovery, RMAN, knowledge of various restore & recovery scenarios.
- Performance Tuning, Parallel query, Query tuning
- Networking
- General UNIX/Linux concepts & Administration
PERSONAL ATTRIBUTES
- Self-driven and result oriented
- Strong Problem solving/analytical skills
- Strong customer support and client relation skills
- Effective communication (verbal & written)
- Focus on relationships (internal & external)
- Strong willingness to learn new things and share them with others
- Influencing/negotiating
- Team player
- Customer focused
- Confident and decisive
- Enthusiasm
- Flexibility
- Coaching/knowledge transfer Ability
- Ability to write technical Bulletins
Career Level - IC5
As a member of the CSS 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.
