Database Support Engineer
Iasi, Romania
6 zile în urmă
Database Support Engineer-190005RB

Preferred Qualifications

Oracle Database Support Engineer

• 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
• Proven professional and technical experience
• 3+ years of experience in database, network or system administrator role
• Excellent verbal and written skills in English as well as in local language

• Database administration and SQL: Oracle or other systems (DB2, SqlServer, etc …)
• Operating system knowledge (Unix, Linux and/or Windows)
Following technical skills are a plus:
· Programming in C, Java, Perl and/or SQL/PL-SQL
· Understanding of Oracle Enterprise Manager features including Grid Control
· Application Server/Weblogic Server
· Storage management (EMC, Storagetek, ExaData)
• Networking administration

Personal Competencies:
• Customer focus
• Structured Problem Recognition and Resolution
• Communication
• Planning and organizing
• Working globally
• Quality
• Team Working
• Results orientation

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

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 (if applicable).


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