Database - High Availability - Technical Support Engineer
Location:
Lehi , Utah
Posted:
October 01, 2016
Reference:
16001344
Job Title

Technical Analyst 3-Support
Location

Lehi, UT
Organization Name

Discretionary Job Title: High Availability Sr. Support Engineer
Department Description

The position will be integrated in a global team that will provide technical and functional assistance to high profile Oracle customers around the globe. Be a member of a top-talented team of professionals who will specialize in troubleshooting and supporting highly complex technology and software application implementations. You will be a primary point of contact for customers, be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. The team focuses on solving Database High Availability issues involving: DataGuard and Failsafe, Backup & Recovery, Recovery Manager (RMAN) and Data Corruption.

Responsibilities:
• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
• Maintaining product expertise in High Availability technology products (RMAN, DataGuard, Oracle Secure Backup, etc.)
• Working towards, adopting and contributing to new processes and tools (OWC, diagnostic methodology, health checks, scripting tools, etc.
• Participating in proactive knowledge activities.
• Working with development on product improvement programs (testing, BETA programs etc) as required.
• Operating within Oracle business processes and procedures.
• Respond and resolve customer issues within key performance Indicator targets
• Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests.

Qualifications:
• The ideal candidates should have a degree in Computer science/Management Information Systems/Science/Engineering/Math/Physics.
  • Proven professional and technical experience.
• 2-3 years industry experience in using and administrating Oracle database server or comparable database or system administration. Experience with High Availability products and strategy would be an advantage.
• Good knowledge of UNIX, Linux and/or Windows

Personal Competencies:

• Excellent verbal and written skills in English.
• Good analytical reasoning skills and lateral thinking capability.
• Excellent customer focus and customer handling skills.
• Willing and available to work on weekend shifts.
• Working Globally as a team.
• Results orientation.
Brief 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.
Detailed Description


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 Requirements

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)
Additional Details

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable). Also the candidate is required to work a late shift (12pm-9pm MT) and come into the office.
Amount of Travel

Minimal
Qualifications:
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)

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.
A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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