Job DescriptionAre you a hands-on engineer with the expertise to solve difficult problems, having passion for cloud computing, strong interpersonal skills, and a desire to learn? Are you ready to dive deep into the latest cloud technologies? If the answer is yes, come and join us and create the future! The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world’s biggest challenges.Our Oracle Support organization is hiring a Senior Technical Support Engineer for our exciting, newly released product that allows customers to deploy Virtual Desktop Infrastructure (VDI) easily and quickly, right out of their Oracle Cloud Infrastructure (OCI) tenancies. VDI technology allows all compute and storage to reside inside the corporate intranet, while only desktop pixels are shown to the client user through their local machine’s display. The security risk of the client machine is now greatly reduced because sensitive data doesn’t leave the virtual client machine inside the company’s data center.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 technical questions and issues 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. In this position, you will routinely act independently while researching and developing solutions to customer issues.Career Level - IC3ResponsibilitiesAs a Senior Technical Support Engineer, you will be the technical interface to customers for the resolution of problems related to the use of Oracle Cloud Services, with focus on the Oracle Secure Desktop (OSD) product.In this position you will facilitate resolution of post-sales technical customer Service Requests electronically and via phone. You will also answer technical questions related to the use and troubleshooting of the Oracle Secure Desktop product.Essential functions (What you will do)Provide exceptional customer service and technical assistance to internal and external customers.Apply troubleshooting techniques to provide unique solutions to our customers' needs.Comprehend complex customer heterogeneous environments.Resolve issues accurately, and in a timely manner, to help the team meet expected metrics and Service Level Agreements (SLA).Assess and prioritize workload, escalate tickets as needed through proper channels to resolve issues in a timely manner.Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.Stay current in Oracle service offerings.Evaluate services and processes, and recommend improvements.Develop knowledge articles, customer-facing or internal documentation as needed.Interface with Oracle's Product Engineering teams as needed.Collaborate, communicate, and participate as a team player in a global environment.Facilitate excellent customer interactions and display excellent organizational skills.Required Skills and ExperienceUnderstanding of cloud services, platforms, technology, migration processes and tools.Knowledge of compute, storage, network, database, analytics on a cloud platform (OCI, AWS, MS Azure, Google Cloud, IBM Cloud, etc.).Working knowledge of Linux, MacOS and Windows operating systems.Ability to read and understand python, HTML and JavaScript.Good understanding of Java errors especially exception stacks is .Understanding and ability to describe network concepts such as TCP/IP, IPsec, SSL, VPN, Load Balancing, DNS, routing protocols, SSH.Basic understanding of network monitoring / troubleshooting tools and authentication methods (2FA,RSA).Knowledge of various authentication methods (2FA, RSA).Excellent verbal and written English language communication skills.Must be self-motivated and capable of thriving in a self-driven work environment.Flexibility to work alternative shifts and occasional on-call or overtime during weekdays, weekends and public holidays as needed.Desired Skills (preferred)Experience with VirtualBox and Virtual Desktop Infrastructure (VDI) Technology.DevOps skills such as Ansible, Kubernetes and terraforms.Azure and Oracle Database Service for Azure.Experience creating and using web-based services with RESTful APIs is beneficial.Disclaimer: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 stated locations onlyUS: Hiring Range: from $21.59 to $60.63 per hour; from $44,900 to $126,100 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 US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company matchPaid 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 holidaysPaid 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 leaveAdoption assistanceEmployee Stock Purchase PlanFinancial planning and group legalVoluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer: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
