Cloud Performance Technical Support Engineer
5 zile în urmă

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 Fusion Customer Support is expanding the Fusion Applications Technologies Performance Support Team to support our rapidly increasing customer base.

It is a unique opportunity to be part of the future of Oracle Customer Support and help shape the organization to benefit our customers, employees, and the cloud community overall.

If you are interested in joining our team to help shape the future of Cloud, then this is the place to be.

Position Overview

  • You will partner with Product Development, Service Operations and Product Support to offer Support Services to Oracle Customers in regards to Cloud Services Overall Performance issues (all layers, Fusion Applications, Database, BI Applications).
  • This position will play a critical role in providing mission critical support in performance triage and resolution for Fusion Cloud environments.
  • You will also work on Diagnostic improvements and rollout of fully automated solutions and tools to uncover performance issues in Fusion Cloud environments.
  • Responsible for setting up communication channels, engaging the appropriate skilled parties into Major Incident calls on ad-hoc basis in order triage and / or resolve the issues with minimum impact on the customers environments / business.
  • Background And Experience

  • Five years’ experience in implementation, support, consulting, development, maintenance or DBA roles, using On Premise and / or Cloud solutions (Oracle products preferred, but NOT mandatory).
  • Consider applying if you can talk to us about any five subjects of (any level) :
  • Log reading & analysis

    SQL, PL / SQL, SQL tuning

    DB execution plans / explain plan

    Identifying slow queries in a database

    SQL Health-Checks

    Applications integration

    Weblogic administration

    JVM, JAVA internals, Garbage Collection, etc.

    System Administration

    Profiling and monitoring tools

    Network systems : Multiprocessing, Threading, Distributed systems, Load Balancing and High Availability

    System resource utilization

    Basic Knowledge on any scripting language : Python, Perl, CGI, C, shell scripting, PHP, etc.

  • Diagnostic, monitoring, analyzing and troubleshooting abilities (Log reading, Troubleshooting techniques, Profilers, JFR, Heap Dump, Memory, Stuck Threads, etc.).
  • Very good command in spoken and written English.
  • Technical & Analytical Skills

  • Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture" (frequently working with incomplete or ambiguous data).
  • Diagnostic, monitoring and troubleshooting abilities (Log reading, Troubleshooting techniques, etc.).
  • Creative use of standard tools to aid in the diagnostic process.
  • Responsible for analyzing and recommending solutions to performance problems with enterprise business applications.
  • Behavioral Skills

  • Self-starter, works well unsupervised or with limited supervision (self-service and procedural organization).
  • Strong organizational, time management and multitasking skills with the ability to balance competing priorities.
  • Excellent communication skills.
  • Able to communicate very well both technically and functionally in highly escalated situations.
  • Able to produce audience appropriate communication with executives, support personnel and customer personnel (technical end-users, non-technical end-users, consultants, implementation specialists, developers, administrators, upper management, project managers, etc.).
  • Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.
  • Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.
  • Manage the art of asking the right question(s) in order to isolate the real issue and root cause.
  • Generate coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.
  • Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.
  • Ability to persevere in the face of obstacles and ensure customer’s success.
  • About Us

    Diversity and Inclusion : An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in.

    Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

    In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

    Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability.

    The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more.

    We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

    At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities.

    We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles.

    to perform crucial job functions. That’s why we’re committed to creating a workforce where all individuals can do their best work.

    It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. Disclaimer : Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law.
  • Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

  • Which includes being a United States Affirmative Action Employer
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