ACS Senior Support Engineer - Solution Support Center SSC - Oracle Database Expert

Job description / Role

ACS Senior Support Engineer - Solution Support Center SSC - Oracle Database Expert

Advanced support engineer for SSC

Job description

Solution Support Center (SSC) is a premium support service offered by Oracle's Advanced customer services (ACS). SSC provides the customer with a highly personalized advanced level expert reactive and proactive support on Oracle products like database, engineered systems, applications, middleware etc.

Reactive support includes helping the customers resolve their critical production issues in the quickest possible way and identify the root cause. Proactive support includes performing technical assessments of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, help implement new features and options etc.

Responsibilities:
- Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
- Manage customer's escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
- Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
- The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.
- Educate and walk the customer through the problem-solving process.
- Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)
- Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise. Requirements
- Minimum 6 Years' experience as an Oracle database engineer/DBA
- Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.
- Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery
- Experience in database upgrades, migrations, installations and patching
- Ability to quickly grasp complex technical issues
- Knowledge and experience in administration of engineered system products like Exadata and ZDLRA
- Skills in Golden Gate replication
- Willingness to work in shifts and on weekends
- Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers' satisfaction.

Requirements

- Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice
- Excellent interpersonal communication and written skills in English
- Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone
- Degree in Computer Science, Engineering, related field or equivalent.

About the Company

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.