Technical Support Analyst - Cloud Database Performance

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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize 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.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).

Technical Skills

• Strong Oracle DBA skills, SQL / PL/SQL knowledge
• Strong understanding of Oracle Database Performance Tuning methodologies including SQL Tuning - Serial and Parallel Queries, Data Compression, Partitioning, Materialized Views in RAC, Multitenant environments and Exadata environments.
• Strong ability to understand, interpret and correlate AWR reports, TFA Logs, Exawatcher logs to troubleshoot complex performance issues, SQLT, SQLHC, EM Performance monitoring tools
• Ability to build testcases to reproduce customer issues
• Good understanding of the Oracle product features and options: Exadata, Clusterware, ASM, RAC, Dataguard, Golden Gate, Patching, etc.
• Operating system knowledge (Unix, Linux and/or Windows)
• Programming in C or Java
• Preferred certifications – OCI (Oracle Cloud Infrastructure), OCP
  
  

Personal competencies

• Desire to learn and continually expand knowledge in Database Options and Cloud Technologies
• Customer focus
• Structured Problem Recognition and Resolution
• Experience of contributing to a shared knowledge base
• Experience of Support level work, like resolving customer problems ,managing customer expectations, escalations and work under pressure
• Excellent Communication skills – Verbal and Written
• Planning and organizing
• Working Collaboratively and globally
• Relentless pursuit of Quality work
• Team Working and Results oriented
• Flexibility to work in different shifts and off days, including holidays and weekends.
  
  

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

US: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance
  
  

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC4

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