Senior Technical Data Analyst Engineer
1 week ago
About the Role
Oracle is seeking a highly skilled Senior Technical Big Data Support Engineer to join our team. As a member of our Support organization, you will be responsible for delivering post-sales support and solutions to our customer base, 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.
Responsibilities
Manage and resolve Service Requests logged by customers (internal and external) 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, adopting and contributing 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. Minimum technical skills: As a member of the Big Data Appliance (BDA), the focus is to troubleshoot highly complex technical issues related to the Big Data Appliance and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie etc. Have good hands-on experience in Linux Systems, Cloudera Hadoop architecture, administration and troubleshooting skills with good knowledge of different technology products/services/processes. Responsible for resolving complex issues for BDA (Big Data Appliance) customers. This would include resolving issues pertaining to Cloudera Hadoop, Big Data SQL, BDA upgrades/patches and installs. The candidate will also collaborate with other teams like Hardware, development, ODI, Oracle R, etc to help resolve customer's issues on the BDA machine. The candidate will also be responsible for interacting with customer counterparts on a regular basis and serving as the technology expert on the customer's behalf. Oracle Analytics products (BIEE/OAS, OAC, BI APPS). Experience in multi-tier architecture environment required. Fundamental understanding of computer networking, systems, and database technologies. Personal Skills: Desire to learn, or expand knowledge, about Oracle database and associated products. Customer focus. 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. Career Level - IC3.
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