Oracle
Senior Technical Support Engineer
Oracle, Juneau, Alaska, us, 99812
Oracle Senior Technical Support Engineer - Juneau, Alaska
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.RESPONSIBILITIES:Manage and resolve Service Requests logged by customers on Oracle products and contribute to proactive support activities according to product support strategy and model.Own and resolve problems and manage customer expectations throughout the Service Request lifecycle in accordance with global standards.Work towards, adopt, and contribute to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.).Contribute to Knowledge Management content creation and maintenance.Work with development on product improvement programs (testing, SRP, BETA programs, etc.) as required.Operate within Oracle business processes and procedures.Respond and resolve customer issues within Key Performance Indicator targets.Maintain product expertise within the team.Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.QUALIFICATIONS:Bachelor’s degree in computer science, Engineering or related technical field.5+ years of proven professional and technical experience in Big Data Appliance (BDA), Oracle Cloud Infrastructure (OCI), Linux OS and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie, etc.Excellent verbal and written skills in English.SKILLS & COMPETENCIES:Minimum technical skills: Troubleshoot highly complex technical issues related to Big Data Appliance and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie, etc.Good hands-on experience in Linux Systems, Cloudera Hadoop architecture, administration, and troubleshooting skills with knowledge of different technology products/services/processes.Resolve complex issues for BDA customers, including issues pertaining to Cloudera Hadoop, Big Data SQL, BDA upgrades/patches and installs.Collaborate with other teams like Hardware, development, ODI, Oracle R, etc., to help resolve customer’s issues on the BDA machine.Interact with customer counterparts regularly and serve as the technology expert on the customer’s behalf.PERSONAL SKILLS:Desire to learn or expand knowledge about Oracle database and associated products.Structured Problem Recognition and Resolution.Experience of contributing to a shared knowledge base.Experience of Support level work, like resolving customer problems and managing customer expectations and escalations.Communication, Planning and organizing, Working globally, Quality, Team Working, Results oriented.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 stated locations only.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.* Which includes being a United States Affirmative Action Employer.
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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.RESPONSIBILITIES:Manage and resolve Service Requests logged by customers on Oracle products and contribute to proactive support activities according to product support strategy and model.Own and resolve problems and manage customer expectations throughout the Service Request lifecycle in accordance with global standards.Work towards, adopt, and contribute to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.).Contribute to Knowledge Management content creation and maintenance.Work with development on product improvement programs (testing, SRP, BETA programs, etc.) as required.Operate within Oracle business processes and procedures.Respond and resolve customer issues within Key Performance Indicator targets.Maintain product expertise within the team.Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.QUALIFICATIONS:Bachelor’s degree in computer science, Engineering or related technical field.5+ years of proven professional and technical experience in Big Data Appliance (BDA), Oracle Cloud Infrastructure (OCI), Linux OS and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie, etc.Excellent verbal and written skills in English.SKILLS & COMPETENCIES:Minimum technical skills: Troubleshoot highly complex technical issues related to Big Data Appliance and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie, etc.Good hands-on experience in Linux Systems, Cloudera Hadoop architecture, administration, and troubleshooting skills with knowledge of different technology products/services/processes.Resolve complex issues for BDA customers, including issues pertaining to Cloudera Hadoop, Big Data SQL, BDA upgrades/patches and installs.Collaborate with other teams like Hardware, development, ODI, Oracle R, etc., to help resolve customer’s issues on the BDA machine.Interact with customer counterparts regularly and serve as the technology expert on the customer’s behalf.PERSONAL SKILLS:Desire to learn or expand knowledge about Oracle database and associated products.Structured Problem Recognition and Resolution.Experience of contributing to a shared knowledge base.Experience of Support level work, like resolving customer problems and managing customer expectations and escalations.Communication, Planning and organizing, Working globally, Quality, Team Working, Results oriented.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 stated locations only.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.* Which includes being a United States Affirmative Action Employer.
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