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Oracle Technical Analyst 3-Support in Burlington, Massachusetts

Job Identification : 21000JR8

Job Category : Support

Job Locations :

Broomfield, Colorado, United States

Burlington, Massachusetts, United States

Orlando, Florida, United States

Job Schedule : Full time

Job Shift : Day

This vacancy is for a Senior Technical Support Engineer providing break-fix support for a defined set of products under the Storage, Virtualization & Operating Systems portfolio.

Our portfolio includes fast growing products like ZFS Storage Appliance, Oracle VM Server, and Oracle Private Cloud Appliance, as well as, legacy products like Solaris Cluster, Solaris Volume Manager, and Flash FS Storage Systems.

For this job, you will:

  • Provide post-sales, break-fix support to Oracle customers and partners.

  • Display and maintain a high level of professional behavior at all times.

  • Assist in ensuring Oracle Support Services meets defined KPI’s and Customer Satisfaction goals.

  • Provide problem isolation and resolution for defined products.

  • Create knowledge documentation as necessary to assist with possible future problem resolution.

  • Act as an interface with Support, Sales and Advanced Customer Service organizations to ensure proper support delivery is available for customer needs.

  • Ensure proper implementation of corporate programs and processes.

  • Work closely with all levels of customer and external engineers and management on the most complex problems.

  • Perceived by customers to be the highest level of technical support Oracle Support Services has to offer.

  • Prioritize workload and advance technical problems where appropriate to the next level of expertise.

  • Effectively prioritize and manage personal list of outstanding customer queries.

  • Work weekends / holidays as necessary to support the business.

Job Requirements:

  • Overall 'Product Support' experience in one or more of the following is required: Sun Microsystems products, Solaris or Linux OS's, Clustering, Virtualization, Networking, and Computer or Storage Hardware.

  • Technical degree i.e., BS Computer Science / Management Information Systems / Engineering / Science / Math with a 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)

  • Fluency in English both verbally and written.

Knowledge and Experience:

Operating Systems:

  • Solaris, Linux, Windows clients, etc.

  • Solaris 11 experience and certification is preferred

  • Solaris Cluster

  • Solaris Volume Manager

  • Knowledge of Solaris internals and concepts, such as traps, interrupts, locking mechanisms, scheduling and memory management

  • Core file analysis

  • Understanding of D-Trace Analytics and its usage in troubleshooting

  • Ability to write and understand shell script and c-code

Virtualization:

  • Knowledge and experience of KVM and Xen virtualization tools/environment

  • Experience with Virtualization and Cloud (Public or Private) environment

  • Knowledge of Oracle Linux, Red Hat platforms administration

  • Knowledge of the Linux OS internals, particularly crash/vmcore experience

Storage:

  • Transport technologies such as fibre channel, scsi, serial attached scsi (SAS)

  • Experience with storage technology (JBOD, RAID array)

  • Experience with HBAs and storage array configuration

  • Experience with more than one of the following storage protocols: SCSI, fibre channel, iSCSI, Infiniband, SATA

Solaris Networking:

  • Ethernet protocols, Network Interfaces and Network Switches

  • TCP/IP and Routing Protocols

  • IPMP/LACP configuration/troubleshooting

  • Naming Service and NFS

  • WAN and Infiniband

  • Windows Connectivity (Samba / CIFs)

Servers:

  • X86 & SPARC server products knowledge

  • Exalogic & SuperCluster knowledge

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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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)

Colorado Pay Range: From $34.63 to $60.61 per hour

From $72,037 to $126,068 per annum

Eligible for equity

Oracle offers a comprehensive benefits package which includes the following:

  1. Medical, dental, and vision insurance, including expert medical opinion

  2. Short term disability and long term disability

  3. Life insurance and AD&D

  4. Supplemental life insurance (Employee/Spouse/Child)

  5. Health care and dependent care Flexible Spending Accounts

  6. Pre-tax commuter and parking benefits

  7. 401(k) Savings and Investment Plan with company match

  8. Flexible paid time off (unlimited or accrued vacation and sick leave)

  9. Paid parental leave

  10. Employee Stock Purchase Plan

  11. Adoption assistance

  12. Financial planning and group legal

  13. Voluntary benefits including auto, homeowner and pet insurance

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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