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Oracle Embedded Support Engineer - OCI Compute (JoinOCI) in Nashua, New Hampshire

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. Principal Support Engineer, you will be utilized as the "proactive" technical support, business solution implementation and risk manager to assure the highest level of customer satisfaction. You will create/contribute to automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. This position is regarded by Oracle, our partners, and our customers as the technical support expert in Oracle product usage in complex, open systems implementation environments.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. 12 years experience with Core products or 12 years experience with Applications products; 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 Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Embedded Rover - Compute


The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity support a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.

We offer unique opportunities for smart, highly experienced, customer focused support engineers with the expertise and passion to tackle intricate problems. We are the one team with the technical background and soft skills to get to the accurate technical description a product team needs to act.

Position Description

We are fundamentally a customer technical support team. And we are proud of what we do.

We are looking for an experienced customer support engineer to embed within the OCI Compute product team. This embedded engineer will serve as the main interface between the support and Compute product team, driving efficient resolution of customer issues, identifying opportunities for product and tooling improvements and ensuring adherence to customer support standards and best practices. Embedded engineers will work closely with the product team to gain subject matter expertise in Compute products and serve as a coach and mentor to other Support engineers. Ideal candidates will have 10 or more years’ experience in customer support engineering, preferably in Cloud technology.

Responsibilities

  • Work closely with the product team to resolve customer issues and identify issue patterns

  • Managing and triaging customer support tickets. Driving prioritization and execution of work based on incident severities and service level agreements/objectives

  • Practice sustainable incident response and drive root cause analysis

  • Drive new runbooks and existing runbook improvements to help reduce mean triage time of incidents

  • Identify opportunities for improvement to existing tools and/or creation of new tooling to support faster issue resolution

  • Run scripts in support of system analysis and troubleshooting

  • Drive customer support excellence standards across both support and product teams

  • Coach junior engineers in issue resolution and product knowledge

Qualifications

  • BS degree in a technical field

  • 10 or plus years of technical support experience

  • Strong understanding of Operating Systems

  • Cloud technologies expertise

  • Strong understanding of virtualization (virtual machines, networking, storage, etc.)

  • Networking proficiency (TCP/IP, IPSec/VPNs, DNS, Internet Gateways and Load Balancers)

  • Experience analyzing packet captures, network performance and Linux kernel dumps

  • Systematic problem-solving approach, strong communication skills and a sense of ownership and drive

  • Ability to hold highly technical discussions with internal product teams and effectively translate resolution steps to customers with less subject matter expertise

  • Experience working in an operational environment with mission critical services and associated on-call duty


Job: *Support

Organization: *Oracle

Title: Embedded Support Engineer - OCI Compute (JoinOCI)

Location: United States

Requisition ID: 20000S2N

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