As a member of the Support organization, our 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 inquiries regarding the use of our Electronic Support Services.
We are the main point of contact for customers and are responsible for facilitating customer relationships with Support. We also provide advice and assistance to internal Oracle employees on diverse customer situations and raised technical issues.
The position will be integrated in a distributed team that will provide technical and functional assistance to high-profile Oracle customers around the globe, supporting highly complex technology and software application implementations. As the main 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 called-out issues.
The team focuses on solving GoldenGate / High Availability issues in Exadata and Oracle cloud customers. This particular opportunity is well suited for folks with deep experience in GoldenGate / High Availability.
Career Level - IC4
As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A main focus is to create/use automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.
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 and GoldenGate suite
· 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 or equivalent experience in Computer science/Management Information Systems/Science/Engineering/Math/Physics.
Proven professional and technical experience.
· Working with High Availability products and strategy – 8 years
· Working with GoldenGate products and strategy – 4 years
· Resolving database issues involving DataGuard and Failsafe, Backup and Recovery, Recovery Manager (RMAN), and Data Corruption - 8 years
· 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.
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)