Oracle Technical support with Automation Engineer in Reno, Nevada
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)
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
Automation engineers serve as primary points of contact for the Automation of providing service for Storage, Virtualization, and Operating Systems products; supplying advice and assistance to Oracle employees as they pertain to automating our service requests. Additionally, they provide the analysis and technical support for our service request Automation framework, as well as business tool support for improving the consistency and speed of resolution. Common tasks could include:
Providing post automation analysis and recommending changes to our implementation of our automated solutions
Designing Automated Resolution using best of breed solutions
Providing Tool development and Sustaining for Automated and Support Tools
Documenting and Testing Tools and Content developed by you or the team
When necessary, escalating business issues with complete and accurate information to the appropriate teams (Engineering, Operations, Service)
Displaying and maintaining a high level of professional behavior at all times.
Assisting to ensure Automation and Customer Satisfaction goals are met.
Communicating technical and business requirements, confidently, with Product Engineering, Architects, and internal IT organizations
A preferred candidate may have these qualifications:
Knowledge of Cloud Technologies, Virtual Machines and/or Engineered Systems
One year prior working experience with Oracle products (or at least two years related experience without Oracle products).
Demonstrated Familiarity with SQL
Demonstrated ability to communicate through written documentation and presentation
A practical level of experience in using Database Analytics and Microsoft Excel
Good understanding of networking concepts including TCP/IP, network interfaces, network security
Knowledge of RAID storage, SAN,and NAS concepts and is beneficial
Experience working in an Agile/SCRUM environment is ideal
Title: Technical support with Automation Engineer
Location: United States
Requisition ID: 20000OGC
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