Preferred Qualifications STORAGE SUPPORT ENGINEER Department Description:
As an employee in the Global Systems Support organization, you will work in the Engineered Storage Domain. The Engineered Storage Domain provides technical support on the ZFS Storage Appliance, Flash FS Storage, Oracle Solaris Cluster, Switches, HBAs and Drivers, as well as, Engineered Systems. Brief Posting Description:
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 and technical customer inquiries via phone, online chat, and other electronic/automated methods. As 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. Detailed Description:
As 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 require occasional travel for technical resolution or customer/employee training/mentorship. You are expected to be a leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. It is expected that you grow deep technical skills in your assigned technology and gain breadth working across lines of business. Job Requirements:
Job duties are varied and complex utilizing independent judgment. 7 years experience with Core products or 8 years experience with Applications products 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) Fluency in English both verbally and written. Additional Details:
This vacancy is for a Principal Technical Support Engineer responsible for supporting products in the Engineered Storage portfolio. The Engineered Storage portfolio includes: ZFS Storage Appliance, Flash FS Storage System, Solaris Cluster and Engineered Systems. For this job, you will: Provide post-sales Engineered Storage support to Oracle customers and partners Display and maintain high level of professional behavior at all times. Assist in ensuring Oracle Services meet Customer Satisfaction goals and additional KPIs. Rotational work on weekends / holidays as per the duty roster from time to time. Provide problem isolation and resolution. Create knowledge documentation as necessary to assist with possible future problem resolution. Act as an interface with Support, Sales and Advanced Customer Services to ensure proper support delivery is available for customer needs. Ensure proper implementation of corporate programs and processes. Work closely with all levels within the customer organization, including VAR's, as well as, external engineers and management on the most complex problems. Perceived by customers to be the highest level of technical support Oracle Services has to offer. Prioritize workload and advance technical problems where appropriate to the next level of expertise. Effectively prioritize and manage personal list of outstanding customer queries.
May be required to lead a project or initiative within the department. Technical mentorship of junior staff as required.
Knowledge and Experience: At least 4 years of working on Solaris / Unix operating system at an advance administrator level Foundational understanding of Networking concepts TCP/IP Protocols, Network Interfaces, Aggregation and Virtualization, NFS, Samba, Naming Services, Sendmail, Network Security, Infiniband, Ethernet and Fabric Switches Knowledge of Storage concepts (RAID) and Storage protocols (iSCSI, SCSI, FC etc would be desirable) Knowledge of Other operating systems like Windows, Linux, AIX will be beneficial Strong troubleshooting and problem resolution skills
Appropriate business acumen and customer interaction demeanor
Keen verbal and written English Language communication skills. Technical expertise:
Experience and in depth knowledge in more than one of the following domains is required in order to be able to provide Engineered Storage support: SERVERS:
-X64 server products knowledge -Exalogic & SuperCluster knowledge STORAGE:
- Transport technologies such as fibre channel, scsi, serial attached scsi (SAS). - Experience with storage technology (JBOD, RAID array) - Experience with HBAs and storage array configuration - Experience with more than one of the following storage protocols: SCSI, fibre channel, iSCSI, Infiniband, SATA. - Understanding of D-Trace Analytics and its usage in troubleshooting. Operating Systems:
- Solaris, Windows, Linux clients, etc. - Solaris 11 knowledge and certification is an advantage.- Knowledge of Solaris internals and concepts, such as traps, interrupts, locking mechanisms, scheduling and memory management. - Oracle Solaris Cluster - Core file analysis. - Ability to write and understand shell script and c-code Solaris Networking:
- Ethernet protocols, Network Interfaces and Network Switches - TCP/IP and Routing Protocols - IPMP/LACP configuration/troubleshooting - Naming Service and NFS - WAN and Infiniband - Windows Connectivity (Samba / CIFs)