Senior Support Engineer at ACS – Solution Support Center SSC – Oracle Database Expert
Advanced Support Engineer for SSC
The Solution Support Center (SSC) is a premium support service provided by Oracle Advanced Customer Services (ACS). SSC provides the customer with highly personalized and advanced reactive and proactive support on Oracle products such as databases, engineering systems, applications, middleware, etc.
Interactive support includes helping customers solve critical production issues in the fastest possible way and identify the root cause. Proactive support includes conducting technical assessments of customer environments, applied research, advising on product features and usage, providing knowledge transfer sessions, assistance in implementing new features and options etc.
Communicate with corporate clients via telephone, written correspondence, and online services regarding solutions to technical issues identified in Oracle Database products.
Manage client escalation/expectations and ensure timely delivery of high quality resolution on technical issue with focus on root cause analysis and prevention.
Develops and implements strategies to provide proactive support resulting in fewer incidents, increased availability, or rapid deployments.
The potential candidate must rely on all resources in Oracle to advise and consult on the use of Oracle products to avoid such problems in the future.
Educate and guide the client through the problem-solving process.
Adopts Oracle diagnostics methodology and procedures when addressing and documenting technical issues that comply with support processes, policies, and service level agreements.
Collaborate on technical issues between the team and across products by working with resources from other groups (eg product support, product development, etc.)
Researching and studying product features and keeping abreast of new releases and functions or related technologies to maintain product experience. requirements
Minimum of 6 years experience as an Oracle/DBA Database Engineer
Extensive knowledge and solid experience in troubleshooting all areas of Oracle database technology.
Advanced level skills in RAC, ASM, Performance Tuning, HA, Backup and Recovery
Experience with database upgrades, migrations, installations and patches
Ability to quickly understand complex technical issues
Knowledge and experience in managing engineering systems products such as Exadata and ZDLRA
– Golden Gate cloning skills
Willingness to work in shifts and on weekends
Great problem-solving skills, with a strong quality bias and engineering excellence at scale. Not only must you be able to identify, analyze, diagnose and solve complex problems with the right tools within constraints, but you must be able to handle with utmost professionalism without compromising customer satisfaction.
Will have a strong customer focused mindset and a passion for working in the service support line of business including providing preventative support and proactive advice
– Excellent interpersonal communication and written skills in English
Able to work with minimal supervision, self-motivated, self-directed and take the initiative to collaborate and synergize with members locally or globally across different geographic time zone
– Degree in Computer Science, Engineering or related field or equivalent.
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