About the Team:
Oracle Cloud Infrastructure combines the elasticity and utility of public cloud with the granular control, security, and predictability of on-premises infrastructure to deliver high-performance, high availability and cost-effective infrastructure services.
This job is about supporting Oracle Linux and Oracle VM mainly on Oracle's Cloud Infrastructure (OCI/OCI-C) covering also IaaS, PaaS, SaaS, VPNaaS, Engineered Systems, Cloud at Customer and on-premise systems.
This position is for remote customer support of Oracle Linux, Oracle VM and VPNaaS products on Oracle Cloud and on-premise. The team's primary responsibility is to diagnose, debug and resolve customer reported issues on Oracle Linux and Oracle VM family of products, working in partnership with Cloud Operations team, customers, other support teams and developers. The team members continually exercise and grow diverse skills, as they deliver the highest quality support possible to customers.
(**The role may require working in rotational shifts (early and/or late day), including on weekends and public holidays (weekend/holiday shift premium allowance may be offered) with shifted week/weekend schemes.**)
At least 4 years of relevant industry work experience
Knowledge of Oracle Linux, RedHat, CentOS, Ubuntu and/or other Linux platforms
Excellent knowledge of the Linux OS internals, particularly networking
Experience managing and troubleshooting Linux servers in production settings.
Experience diagnosing network configuration issues and network performance.
Sound experience in network packet analysis and troubleshooting
Knowledge and experience with IPSec, SWAN, DHCP, NAT, IPv6, Firewall technologies (iptables)
Knowledge of routing protocols (e.g. BGP, RIPv2, OSPF
Excellent system-level debugging skills
Experience with Virtualization and Cloud (Public or Private) Infrastructures.
Customer focused with a pro-active and responsive approach
Strong written and verbal communication skills in English
Strong analytical and troubleshooting skills
Experience in Azure or AWS based Cloud Architecture and migration is a plus
Experience working on remote management systems like ILOM, IMM, DRAC etc. is a plus
Experience working in Linux containers (Docker, LXC) and orchestration technologies(Kubernetes) is a plus
Experience working on OpenStack technologies is a plus
Detailed Description and Job Requirements
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)