Job Description
Oracle provides a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.
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 8 years related experience without Oracle products, and a technical degree ( i.e. BS in Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry ) with a 60% aggregate desirable.
Responsibilities
Job Responsibilities:
Remote technical support using phone, e-mail, and Web application technologies for Private Cloud Appliance and Oracle Cloud@Customer customers worldwide.
Handling and pursuing customers for updates towards problem resolution.
Customers will look to you for assistance in addressing their needs in a timely, professional manner.
Filing and tracking product defect reports.
Requesting and tracking enhancement requests.
Creation of Knowledge documents.
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.
End-to-End handling of service tickets from customers about Oracle's Private Cloud Appliance.
Monitor the team's service tickets and respond to them if appropriate.
Analyze software defects and communicate with our Engineering Team as required.
Experience and Skill Requirements:
Knowledge of 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.
Knowledge of the Linux Operating System (OS) / Linux Internals
Knowledge of Storage fundamentals, NFS, iSCSI---ZFS Storage Appliance experience is desirable
Knowledge/Experience in Virtualization technologies (OVM, Xen, KVM, Docker, etc.)
Knowledge of Cloud Technologies (Oracle OCI/Kubernetes/Python/MySQL)
Knowledge of Networking products and technologies (Network switches, Networks protocols, Network Security (firewalls), Load Balancers, InfiniBand--- CCNA is a plus
Beneficial to have knowledge/experience in, Ansible, Terraform, Puppet
Customer-focused with a proactive and responsive approach
Strong written and verbal communication skills (in English)
Strong analytical and solve 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.
This could be the opportunity for you. Apply today!
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the United States only
Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About Us
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
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 wi
