Principal Technical Support Engineer - Exadata, ExaCS, ExaCC for SSC at Oracle (Orlando, FL)

| Orlando, FL
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Department Description

Cloud and Exadata Database Support Organization

Oracle Solution Support Center (SSC) is a specific unit within Oracle Support, focusing exclusively on facilitating the continual operational improvement of customers' Oracle environment, throughout the lifecycle of Oracle solution.

The SSC team is made of a number of highly skilled and experienced Oracle support engineering team in charge of servicing designated set of ACS Customers. Service delivery is primarily remote and requires advanced knowledge of the full Oracle Database product stack, from an implementation and supportability standpoints.

Job Description

This position is for a Senior/ Principal Technical Support Engineer

The team's main responsibility is to troubleshoot & resolve highly complex technical issues on Oracle Cloud and Exadata On-Prem platforms, spanning across database footprint including Exadata architecture, Real Application Clusters, High Availability, Data Guard, Corruption, Backup and Recovery, RMAN, ZDLRA, Performance, Memory Management, Parallel query, Query tuning, Storage, ASM, GoldenGate, Replication, Security, Networking, Enterprise Manager etc.

The candidate is required to work in partnership with stakeholders including SSC Customers, ACS/SSC and GCS engineers and Managers, Account Managers, ACS Sales and product Development teams.

Selected candidate should have hands on experience on UNIX, Linux and/or Solaris platforms.

The candidate will be widely regarded as a Subject Matter Expert (SME) and will need to demonstrate an ability to resolve complex problems across wide stack.

Selected candidates should be able to perform their assigned duties with a great degree of independence requiring minimal direction.

The Engineer will be a key member of the technical problem solving as well as problem avoidance team, routinely sought after to address extremely complex and demanding, critical customer issues.


The main role of a Support engineer is to troubleshoot highly complex technical problems (Oracle Database & Cloud/Exadata) requiring high level of technical expertise
  • Works directly with customers
  • Participates in weekend rotation and shifts
  • Participates in initiatives that improve overall product and documentation quality
  • Participates in product/platform testing
  • Drives improvements in product quality
  • Serves as Situation Manager on highly sensitive Customer issues
  • Consults with Management in directing resolution of critical Customer situations
  • Consults with Customers on complex use of Oracle products
  • Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc.
  • Creation/Review of Knowledge Articles
  • Contribute significantly towards the "My Oracle Support" Database communities
  • Analyzes work load, determines best practices and implements changes to improve productivity
  • Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities


- Technical degree i.e. BE / B.Tech / M.Tech / MCA / M.Sc. in Computer Science / Management Information Systems / Engineering / Math / Physics or proven professional and technical experience.

- Greater than 10 years of industry experience


We are looking for a core technical person, who has hands-on Database administration experience on UNIX/Linux and/or worked as L3 level support engineer and/or having equivalent knowledge. You should have expertise in Exadata, Real Application Cluster (RAC), Dataguard & ASM/Storage areas. Operating systems expertise / SA &general awareness on rest of the areas mentioned below, will be an added advantage

- Database architecture knowledge and administration

- Experience with clustering technologies from different vendors

- Thorough understanding of the Oracle database features

- Extensive hands on interaction with large Database management systems

- ZDLRA, Backup and Recovery, RMAN, knowledge of various restore and recovery scenarios.

- Performance Tuning, Parallel query, Query tuning

- Networking

- Partitioning

- Database Security

- Golden Gate & Replication

- Enterprise Manager

- General UNIX/Linux concepts & Administration

- Managing Kernel Parameters, Partitioning and File systems

  • Self driven and result oriented
  • Strong Problem solving/analytical skills
  • Strong customer support and client relation skills
  • Ability to work effectively in high volume & high pressure situations
  • Effective communication (verbal & written)
  • Focus on relationships (internal & external)
  • Strong willingness to learn new things and share them with others
  • Influencing/negotiating
  • Team player
  • Customer focused
  • Confident and decisive
  • Enthusiasm
  • Flexibility
  • Coaching/knowledge transfer
  • Ability to write technical Bulletins

Work Location

Orlando, Colorado Springs, remote worker

For External Candidates only
Note - As part of Oracle's U.S. employment process, candidate(s) will be required to complete a background check, prior to an offer being extended.
These background checks include:
Prior Employment Verification
Education Verification
Social Security Trace
Criminal Background Check
Motor Vehicles Records (where required for position)

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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor's and Master's degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle's core products, applications, and tools.

Range and benefit information provided in this posting are Colorado-specific.

Colorado Pay Range: from $37.98 to $71.15 per hour; from $79,000 to $148,000 per annum; eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion.
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Flexible paid time off (unlimited or accrued vacation and sick leave)
9. Paid parental leave
10. Employee Stock Purchase Plan
11. Adoption assistance
12. Financial planning and group legal
13. Voluntary benefits including auto, homeowner and pet insurance

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.


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
More Information on Oracle
Oracle operates in the Information Technology industry. The company is located in Austin, TX, Broomfield, CO, San Diego, CA, Redwood City, CA, Redwood Shore, CA, Santa Clara, CA, Atlanta, GA, Chicago, IL and Raleigh, NC. Oracle was founded in 1977. It has 211840 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 31 open jobs at Oracle, click here.
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