Job DescriptionAs 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.Deliver solutions to the Oracle customer base while serving as an advocate for customer needs. Offer strategic technical support to assure the highest level of customer satisfaction. Create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. Serve as an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.Employer will accept a Bachelor's degree in Computer Science, Engineering, or related field followed by five years of progressive, post-baccalaureate experience in job offered or in a Technical Analyst-related occupation. Position requires:
Physical and virtual server networking, network switches, router configuration, cloud network connectivity, monitoring and diagnosing network connectivity issues;
Unix and Linux platforms;
Windows operating system and VMWare virtualization;
Cloud computing and Devops;
Career Level - IC4ResponsibilitiesAs a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.As a Principal 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 on a wide range of Oracle products and 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 Network solutions for Oracle external and internal customers.Job duties are varied and complex utilizing independent judgment. 4 years direct experience with core Oracle Network products and tools, or six years related Network support and/or project experience and have a technical degree i.e., BS Computer Science/Management Information Systems with a >3.0 GPA and proven professional/ technical experience, demonstrating the ability to troubleshoot a wide range of Network related issues on Solaris/Linux and Ethernet switches, with a fundamental understanding of Cloud Networking.Responsibilities:
Communicate with customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems as presented in Service Requests.
Manage customer expectations and ensure timely delivery of high-quality resolution of technical issue focusing on root cause analysis and prevention.
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. Research and study Oracle Network solutions, Engineered Systems, Networking and OCI technology and stay up to date on new releases and functionalities of related technologies to maintain product expertise.
Contribute written articles to Oracle’s Solution Knowledge base.
Detailed Job Requirements and Qualifications:
Experience and solid Network analytical skills with Linux/Solaris/Unix, Ethernet Switches, and Cloud Network fundamentals.
Network Education and Experience with: Network Topology, Subnets, Virtualization, DNS, DHCP, Routing, VPN, Firewall, Network Performance, TCP/IP Protocols, Interfaces, device drivers, Aggregation, DNS, NFS, Samba, SNMP, NAT, Gateway, Naming Services, Sendmail, Network Security, IPsec, Load Balancers, Routing Protocols
Education and Experience with: Routers, Switches (Infiniband, Cisco, Juniper, Arista, Brocade)
Experience with diagnostic tools: iperf, mtr, traceroute, dig, cURL, SSH, Wireshark, snoop, tcpdump, port mirroring, and others.
Experience configuring software based IPSEC and SSL based VPN Solutions such as openswan, openvpn, corente, openconnect, libreswan, vyatta, ipsec-tools/racoon
Experience configuring and supporting IPSEC-based VPNs and IPSEC capable hardware devices such as Juniper, Cisco, Sonicwall, Palo Alto Networks, FortiGate, Checkpoint
Excellent problem-solving skills, with a strong bias for quality and engineering excellence. Ability to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints.
Excellent technical troubleshooting and problem resolution skills.
Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate with global peers.
Able to maintain a high level of customer satisfaction and process adherence.
Excellent verbal and written English Language communication skills.
We are looking for US candidates who live within driving distance of an Oracle campuses. New Hires will be required to work, hybrid minimum, from the office for the first year.
Candidate is expected to work a Tues through Saturday 8hr shift, during United States business hours, preferably East Coast business hours.
Preferred Experience & Qualifications as a Plus:
Experience in virtualization technologies; VMWare, Xen, KVM, Hyper-V and/or Solaris LDOM/Zones
Experience in public, private or Hybrid cloud like Oracle Cloud, AWS, Azure, Google Cloud, Rackspace, VMWare
Certification a plus: CCNA, Security, Network, AWS, Azure, OCI, System Administration in Unix/Linux/Solaris/Windows, VMWare, Openstack
Experience in C/C programming, bash shell, Python, Perl, Java or Ruby
Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer: 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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Which includes being a United States Affirmative Action Employer