Technical Support Engineer 4

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 Technical Support Engineer 4, you will be an essential technical resource for customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs), assisting with the installation, recommended maintenance, and use of Oracle products. This role requires a good understanding of Oracle products and platforms, with a focus on learning and developing expertise in these areas.

Required Skills:

Technical Skills:

• 10-12+ years of experience with Linux Operating Systems, including scripting and troubleshooting.
• Good knowledge of Database/SQL.
• Advanced knowledge with Oracle products such as OBIEE, OAS, OBIA, FDI and OAC.
• Understanding of WebLogic Server Security Configuration (LDAP, users, and groups) is desirable.
• Exposure to Oracle Database/Essbase and SSO/SSL/LDAP is an advantage.
   

Customer Management:

• Ability to identify customer problems patiently and assist in providing timely technical solutions.
• Possess Strong verbal and written communication skills.
• Possess Strong attention to detail to ensure accuracy, timely issue resolution, and a positive customer experience.
• Commitment to learning and growing within a demanding customer environment.
   

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A passion for technology and a strong desire to build a career in Product technical support.
   

Product and Technology:

• Fix and resolve simple to highly sophisticated technical issues related to OBIEE, OAS, OBIA, FDI and OAC.

As a Technical Support Engineer 4, 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.
 

• Troubleshoot issues related to OBIEE, OAS, OBIA, and OAC, FDI and escalate complex problems as necessary.

• Assist in resolving technical issues on Linux Operating Systems, including scripting and basic troubleshooting.

• Support WebLogic Server Security Configuration, including configuring LDAP, handling users and groups.

• Continuously improve your knowledge of Oracle products, with opportunities to work on Oracle Database and learn about SSO/SSL/LDAP configurations.

• Uses own judgement to solve moderately complex problems involving multiple variables and potential outcomes

• Works on a wide range of moderately complex projects/assignments autonomously using own expertise and may lead projects or processes within the team

• Follow established processes and best practices to ensure consistent and effective customer support.