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Lead Technical Support Engineer

2 months ago

Little Rock, Arkansas, United States Oracle Full time
Job Overview


As a vital member of the Support team, your primary objective is to provide exceptional post-sales assistance and solutions to Oracle's customer base while championing customer needs.

This role entails addressing post-sales non-technical inquiries through various communication channels, alongside managing technical questions related to the utilization and troubleshooting of our Electronic Support Services.

As a key contact for clients, you will be responsible for nurturing customer relationships with the Support team and offering guidance to internal Oracle staff on a variety of customer-related situations and issues.

Key Responsibilities

In your capacity as a Lead Support Engineer, you will deliver strategic technical assistance to ensure the utmost level of customer satisfaction. A significant focus will be on developing and utilizing automated technologies and tools to diagnose, document, and resolve or prevent customer challenges.

You are expected to be a knowledgeable member of the technical problem-solving and avoidance team, frequently consulted to tackle highly complex and critical customer issues. Services may often be delivered through on-site customer engagements.

Your contributions will be essential both individually and as part of a team, providing direction and mentorship to colleagues. The work is intricate and non-routine, requiring the application of advanced technical and business skills in your area of expertise.

Qualifications

To be successful in this role, candidates should possess:

  • 7 years of experience with Core products or 8 years with Applications products.
  • A Bachelor’s degree in Computer Science, Management Information Systems, Engineering, Mathematics, Physics, or Chemistry with a minimum GPA of 3.0, or equivalent professional/technical experience demonstrating a comprehensive understanding of Applications at both functional and technical levels (preferably Oracle).
Experience Required

A successful candidate will have hands-on experience with:

  • Exadata Implementations
  • Oracle Exadata Cloud Services (ExaCC / ExaCS) implementation and administration
  • In-depth knowledge of ASM and RAC architecture
  • Experience with clustering technologies from various vendors
  • Thorough understanding of Oracle database features
  • Extensive hands-on interaction with large Database management systems
  • Good understanding of Support tools and Oracle diagnostics
  • Programming and troubleshooting knowledge in C, C++
  • Familiarity with Unix, Linux, and/or Windows operating systems
  • Strong hardware debugging skills
  • Good understanding of OCI fundamentals
Compensation and Benefits

Oracle offers a competitive compensation package, including:

  • Medical, dental, and vision insurance
  • Short-term and long-term disability coverage
  • Life insurance and AD&D
  • Flexible Spending Accounts for healthcare and dependent care
  • 401(k) Savings and Investment Plan with company match
  • Paid time off and holidays
  • Paid parental leave and adoption assistance
  • Employee Stock Purchase Plan
  • Financial planning and group legal services

Oracle is committed to fostering an inclusive workforce that values diverse perspectives and backgrounds. We strive to provide a supportive environment where every employee can thrive.