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 Oracle Products and 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 Support Engineer, you will be the technical interface to customers for resolution of technical problems, 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 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.

Career Level - IC3

Responsibilities

This specific role is for Technical Support Analyst, who provides technical support services to Oracle Customers. The focus areas are Oracle Systems and Hardware products, including Server hardware, Storage, Network, Engineered System and Oracle Cloud (Hardware). Based on business needs and candidate's qualifications/skills, extend to Network and Oracle Cloud Infrastructure.

Routine job duties include supporting English speaking customers. Culture exposure and soft skills as key influencers to business success shall be sufficient in addition to the technical capabilities. The ideal candidate shall have solid communication skills on working with Customers, partners and collaborating teams within Oracle.

The ideal candidate is expected to be a good learner in understanding the internal procedures, processes, initiatives as well as technical knowledge. As a proven good team player, the candidate shall be able to collaborate with various teams to fulfil the job duties also under pressure, as well as working independently.

Job requirements:

• BS or MS in Computer Science or equivalent. Other qualifications with adequate experience may be considered.

• Analytical Skills in X86 Server Hardware. Knowledge in OS (Solaris, Linux, Windows)/TCP,IP network/Oracle Cloud is definitely a plus.

• Remote support or similar experience in addressing customers' technical issues toward customer satisfaction.

• Team working.

• Willingness to learn.

• Ability to occasionally cover weekends and public holidays and be part of an on-call shift rotation for out of hours (once every 6-8 weeks)

• English fluency, verbal and written.

Nice to have:

• Familiarity with Oracle Engineered System products.

• Technical background in TCP/IP Network areas or familiarity with Oracle InfiniBand and Cisco Switch.

• Knowledge in Oracle Cloud basics in terms of Cloud@Customer and Oracle Cloud Infrastructure.

• Secondary language, besides English, is a plus.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer