Oracle DBA Support Engineer

Job description

Solution Support Center (SSC) is a premium support service offered by Oracle 's Advanced Customer Services (ACS). SSC provides the customer with highly personalized advanced level expert reactive and proactive support on Oracle products like databases, engineered systems, applications, middleware, etc.

Reactive support includes helping the customers resolve their critical production issues in the quickest possible way and identifying the root cause. Proactive support includes performing technical assessments of customer environments, applied research, advice on product features and usage, providing knowledge transfer sessions, helping implement new features and options, etc.

Responsibilities:

Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Oracle Database products.

Manage customer escalations/expectations and ensure timely delivery of high-quality resolution on technical issues focusing on root cause analysis and prevention.

Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.

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.

Educate and walk the customer through the problem-solving process.

Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.

Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Product support, Product development, etc)

Research and study product features and keeps abreast of new releases and functionalities or related technologies to maintain product expertise.

Requirements

Degree in Computer Science, Engineering, related field or equivalent.

Minimum 5 Years experience as an Oracle database engineer/DBA

Excellent written and spoken English communication skills. The candidate will be working remotely with high-profile customers around the world.

Extensive knowledge and solid troubleshooting experience in all areas of Oracle database technology.

Advanced level skills in RAC, ASM, Performance tuning, HA, Backup and Recovery

Experience in database upgrades, migrations, installations, and patching

Experience in one or more of the following technical areas is a plus: Oracle Security products, Oracle Golden Gate, Exadata, Super Cluster, ZFS, and ZDLRA.

Ability to quickly grasp complex technical issues

Willingness to work in shifts and on weekends

Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you be able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle them with utmost professionalism without compromising customer satisfaction.

Will have a strong customer-centricity mindset and the passion to work in the Service Support line of business including providing preventive support and proactive advice

Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across a different geographical time zone.