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. 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.
QUALIFICATIONS:
U.S. Citizenship is required. This position requires you to be eligible to receive a federal security clearance if needed which requires you to be a U.S. Citizen.
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. Oracle Analytics products (BIEE/OAS, OAC, BI APPS)
Experience in multi-tier architecture environment required.
Fundamental understanding of computer networking, systems, and database technologies.
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.
Communication
Planning and organizing
Working globally
Quality
Team Working
Results oriented
Career Level - IC3
#LI-JS14
Responsibilities
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
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 only
US: Hiring Range: from $21.59 to $60.63 per hour; from $44,900 to $126,100 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 Us
As 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
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