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.
Responsibilities:
1. Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.
2. Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
3. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
4. The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Oracle products to avoid such problems in the future.
5. Educate and walk the customer through the problem-solving process.
6. Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
7. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development etc)
8. Research and study product features and keep abreast of new releases and functionalities or related technologies to maintain product expertise.
Requirements
1. Minimum 2 Years’ experience as an Oracle database engineer/DBA
2. Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.
3. Is a plus: skills in RAC, ASM, Performance tuning, HA, Backup and Recovery, Database upgrades, migrations, installations and patching, Golden Gate replication.
5. Ability to quickly grasp complex technical issues
6. Willingness to work in shifts and on weekends
7. Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.
8. Will have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice
9. Excellent interpersonal communication and written skills in English language.
10. Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone
11. Degree in Computer Science, Engineering, related field or equivalent.
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