Oracle Principal Technical Support Engineer - ZDLRA in Springfield, Illinois
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.
The position will be integrated in a global team that will provide technical and functional assistance to high profile Oracle customers around the globe. Be a member of a top-talented team of professionals who will specialize in troubleshooting and supporting highly complex technology and software application implementations. You will be a primary point of contact for customers, be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. The team focuses on solving ZDLRA issues
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 be frequently provided by on-site customer visits.
· 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
· Maintaining product expertise in DB Admin and Manageability
· Working towards, adopting and contributing to new processes and tools (OWC, diagnostic methodology, health checks, scripting tools, etc.
· Participating in proactive knowledge activities.
· Working with development on product improvement programs (testing, BETA programs etc) as required.
· Operating within Oracle business processes and procedures.
· Respond and resolve customer issues within key performance Indicator targets
Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests.
· The ideal candidates should have a degree in Computer science/Management Information Systems/Science/Engineering/Math/Physics.
- Proven professional and technical experience.
· 8+ years industry experience in using and administrating Oracle database server or comparable database or system administration. Experience with memory tuning and DB admin tasks is essential.
· Good knowledge of UNIX, Linux and/or Windows
· Excellent verbal and written skills in English.
· Good analytical reasoning skills and lateral thinking capability.
· Excellent customer focus and customer handling skills.
· Willing and available to work on weekend shifts.
· Working Globally as a team.
· Results orientation.
As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the United States only
Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, 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:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
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
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