Senior Technical Support Engineer

Department Description: Oracle Linux

The Oracle Linux Support program delivers enterprise-class support for Linux with premier backports, legal indemnification, full-stack testing, modern kernels, and more. Oracle Linux support includes support for OpenStack, Containers, Docker and use of our industry-leading zero-downtime Ksplice patching technology. Driven by the need for true enterprise-quality Linux support and seeing an opportunity to significantly reduce IT infrastructure costs, more and more customers have been finding great value in Oracles Linux Operating System Support for over 18 years.

Oracle Linux is integral components of cloud infrastructure deployed by a large number of enterprise customers worldwide.

See http://linux.oracle.com/ for more information.

KEY OBJECTIVES:

This position is for remote customer support of Oracle Linux and its components.

The team s primary responsibility is to diagnose, debug and resolve customer reported issues on Oracle Linux family of products, working in partnership with customers, other support teams and developers.

The team members continually exercise and grow diverse skills, as they deliver the highest quality support possible to customers. The position requires working on a 24/7 shift pattern on a rotational schedule as well as covering weekends/public holidays. Work location is Bengaluru, India.

Required and desired skills include

Responsibilities

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 the 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 a support engineer role. 5+ years experience with Core 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)