Principal Technical Support Engineer

3 weeks ago


Montpelier, Vermont, United States Oracle Full time
Job Description

This position is for a Principal Technical Support Engineer to join an established Oracle Database Exadata & Cloud support team. The ideal candidate will be fluent in Japanese language (verbal and written) as well as English.

The team's main responsibility is to troubleshoot and resolve highly complex technical issues on Oracle Cloud and Exadata On-Prem platforms, spanning across database footprint including Exadata architecture, Real Application Clusters, High Availability, Data Guard, Corruption, Backup and Recovery, RMAN, ZDLRA, Performance, Memory Management, Parallel query, Query tuning, Storage, ASM, GoldenGate, Replication, Security, Networking, Enterprise Manager, etc.

The selected candidate will work in partnership with team members including SSC Customers, ACS/SSC and GCS engineers and Managers, Account Managers, ACS Sales and product Development teams.

The candidate is required to have hands-on experience on UNIX, Linux and/or Solaris platforms.

The selected candidate will be widely regarded as a domain authority (SME) and will need to demonstrate an ability to resolve complex problems across a wide stack.

The Engineer will be a key member of the technical problem-solving as well as problem avoidance team, routinely sought after to address very complex and demanding, critical customer issues.

Responsibilities
  • Works directly with customers
  • Participates in weekend rotation and shifts
  • Participates in initiatives that improve overall product and documentation quality
  • Participates in product/platform testing
  • Drives improvements in product quality
  • Serves as Situation Manager on highly sensitive Customer issues
  • Consults with Management in directing resolution of critical Customer situations
  • Consults with Customers on complex use of Oracle products
  • Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring, etc.
  • Creates/reviews Knowledge Articles
  • Contributes significantly towards the 'My Oracle Support' Database communities
  • Analyzes work load, determines standard methodologies and implements changes to improve productivity
  • Proactively contributes to increasing the team efficiency by sharing knowledge, providing feedback about standard processes, writing tools/utilities


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