Oracleis growing its cloud and on premise products and Oracle Linux is the operating systemall these products run on.
As part of Linux Product Support,you will learn / apply the latest Open Source Software and Cloud technology andhelp influence product supportability and usability, installation and configurationof our mission critical on premise and Oracle Cloud Infrastructure customers.
Theteam works closely with the Oracle Linux Development, Operations, ProductManagement as well as other Oracle internal or customer facing teams.
Therole requires interacting with very diverse customers worldwide (allgeographies and industries)
Therole requires helping and mentoring junior colleagues
Therole requires analyzing and improving product knowledge, internal tools andprocesses as well as one or more product areas
Therole requires working on weekends and public holidays as well as nonstandard weekdays / weekends(shifted weekends) and, based on future business needs, might imply early / late / nightshifts.
If you are passionateabout support for Open Source Software, Linux Operating System & Virtualizationand Cloud Infrastructure (IaaS / PaaS) technologies, then this is the place tobe.
If you think you meet therequirements below let us know, we are definitely interested in finding moreabout you.
As a Senior Product Support Engineer, you willbe expected to have :
At least 3 years ofrelevant support, implementation and / or development experience with LinuxOperating Systems in an Enterprise Infrastructure context (preferably OracleLinux, RedHat or CentOS)
Experience in managing,diagnosing and troubleshooting complex issues (including performance) onenterprise Linux production systems
Knowledge of LinuxVirtualization (KVM)
Experience inreviewing issues on a product area and to identify gaps in knowledge, tools andprocesses
Experience increating knowledge documents for internal or customer consumption
Experience inmentoring junior team members on new products and technologies
You are detail oriented
You have excellentcommunication skills, you are able to convey technical and functional knowledgeand solutions in highly escalated situations to executives, support andcustomer personnel
You have well-developedlistening skills, you are able to discern core issues in a complex environmentwhere it may be difficult to determine the symptoms and cause
You have goodorganizational skills, you are able to facilitate the generation of coherentaction plans that meet participant needs and lead to problem resolution asquickly as possible in situations where multiple teams are involved in theissue resolution
You have fast andflexible problem solving aptitude, you are able to adjust action / resolutionplans as new data is obtained
You persevere inthe face of obstacles and ensure customers’ success
You are able towork well with limited daily supervision
You are veryfamiliar with processes and you know how to use them for customer’s advantage.You have a history of improving existing processes
You are a self-starter
You are availableto work on weekends and public holidays, including shifted weekends andnon-standard shifts.
Technical & Analytical
You are an experttroubleshooter in the technical domain of enterprise Linux infrastructureenvironments
You are able toanalyze details and synthesize the "big picture", frequently workingwith incomplete or ambiguous data
You have good knowledge of Linux networking (network services, samba, NFS, SSH, NTP, configuration, bonding, VLANs, tuning, general diagnostics)
You have good knowledge of system diagnosis (kdump, vmstat, sar, iostat, mpstat, loadavg, / proc filesystem)
You have good knowledge of systemd, kernel modules, sudo, user management
You have general exposure to Linux storage components (mpath / multipathing, md, LVM, filesystems)
You have good knowledge of Linux package management (rpm, yum / dnf)
Thefollowing additional knowledge / experiencewith technologies / product or abilities is nice to have and considered a plus :
Knowledge of system-level debugging skills (dtrace,systemtap, BPF, module debugging, debugfs, sysfs, vmcore analysis)
Knowledge of the Linux OS internals (syscalls, kernel threads, memorymanagement, slabcache, hugepages, OOM, run queues), particularly networking(sockets, buffers, windowing)
Experience in diagnosing network configuration issuesand network performance (ifconfig, ip, BPF, netstat, ss, TCP, UDP, tuning,routing, traceroute)
Knowledge in network packet analysis and troubleshooting (tcpdump,wireshark, etc.)
Experience with Linux authentication (pam.d, openldapetc.)
General Linux security awareness (SELinux)
Experience withDHCP, NAT, IPv6 and Firewall technologies (iptables / firewalld / nftables)
Experience with filesystems / cluster filesystemsdiagnosis and troubleshooting (ext4, btrfs, xfs, ocfs2 etc.)
Experience with Linux storage management (dm, mpath,udev, LVM)
Experience withenterprise grade NAS / SAN storage systems, enterprise grade networkingtechnologies and protocols (iSCSI, Fiber Channel, InfiniBand)
Knowledge of XWindows, Linux desktop GUI (KDE, Gnome etc.)
Linux printing (PPD, CUPS)
Experience working with remote server management systems like ILOM, IMM, DRAC etc.
Experience with kernel virtualization (KVM)
Experience with Oracle Cloud, Azure or AWS based Cloud Architecture and migration
Experience with VM Virtualization (Oracle VM / Xen / WM Ware)
Experience with Containers (Open Container Initiative, Docker)
Experience with Container Orchestration / Deployment / System Management solutions (Kubernettes, RedHat Satelite, SpaceWalk, Ansible)
B.S. (Computer Science)or equivalent preferred
Otherqualifications with adequate experience might be considered
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)
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.
This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships