Senior Technical Big Data Support Engineer

4 days ago

Raleigh, North Carolina, United States Oracle Full time
Job Description

Overview:

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.

You will be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

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

Skills & Competencies:

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.

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.

Responsibilities:

To 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

Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)

Contributing to Knowledge Management content creation and maintenance

Working with development on product improvement programs (testing, SRP, BETA programs etc) as required

Operating within Oracle business processes and procedures

Respond and resolve customer issues within Key Performance Indicator targets

Maintaining product expertise within the team

Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product

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