Senior Exalogic Engineer

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 Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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), *Brief Description: As a member of the Exalogic EEST (Engineered Systems Enterprise Support Team), your focus is to troubleshoot highly complex technical issues related to the Oracle Exalogic Elastic Cloud Machine and within areas like Linux OS, Virtualization. The Engineer should have good hands on experience on Oracle Exalogic (Physical and Virtual), Enterprise Manager Ops Center (EMOC), OTD, Oracle Sun ZFS Server, Linux OS/OVM and/or Virtualization 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 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. Job Requirements: This position is for remote customer support of Oracle Exalogic Elastic Cloud products. The team s primary responsibility is to diagnose, debug and resolve customer reported issues on Oracle Exalogic Elastic Cloud products, working in partnership with customers, other support teams and developers. The team members continually exercise and grow diverse skills, as they deliver the highest quality support possible to customers.Preferred Qualifications: Bachelor s/Masters degree in Computer Science or Engineering.RESPONSIBILITIES

• Works directly with customers to resolve the problems in their environments.
• Participates in weekend rotation and shifts.
• Respond to customer requests quickly and document corrective action.
• Participates in product/platform testing (such as PSU testing in lab).
• Drives improvements in product quality.
• Serves as Situation Manager on highly sensitive Customer issues.
• Consults with Management in directing resolution of critical Customer situations.
• Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc.
• Creation/Review of Knowledge Articles.
• Contribute significantly towards the My Oracle Support Exalogic/WebLogic/Linux OS/Java Communities.
• 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.

Detailed Description and Job RequirementsAs 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 Senior 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will PERSONAL ATTRIBUTES

• Self driven & result oriented, Confident & decisive, Enthusiasm and Flexibility.
• Strong Problem solving/analytical skills & technical troubleshooting skills
• Strong customer support & client relation skills, Customer focused.
• Demonstrated ability to coordinate the resolution of escalated issues
• Ability to manage escalated technical situations & develop action plans
• Effective communication (verbal and written).
• Ability to facilitate issues with Development and Support
• Focus on relationships, Influencing/negotiating.
• Strong willingness to learn new things and share them with others.

WHO SHOULD APPLY Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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)

Keyskills :
knowledge transferproblem solvingoracle supportcomputer scienceenterprise supportenterprise managersupport engineerscustomer supportpostsales support