Oracle Hiring for Network Technical Support Engineer at Orlando, FL

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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

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

Colorado Pay Range: from $24.52 to $56.73 per hour from $51,000 to $118,000 per annum eliglble 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

As a Network Senior Technical Support Engineer on the global Remote Hardware Support team, you will offer customer facing strategic technical support to assure the highest level of customer satisfaction. A primary focus is to utilize automated technology and instrumentation to diagnose, document, and remotely resolve and avoid customer issues. You are expected to be an expert member of the technical problem solving and avoidance team, routinely sought after to address complex critical customer issues.

Responsibilities:

• Communicate with customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems as presented in Service Requests.
• Manage customer expectations and ensure timely delivery of high-quality resolution of technical issue focusing on root cause analysis and prevention.
• Educate and walk the customer through the problem-solving process.
• Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
• Collaborate on cross-team and cross product technical issues by working with resources from other groups. Research and study Oracle Network solutions, Engineered Systems, Networking and OCI technology and stay up to date on new releases and functionalities of related technologies to maintain product expertise.
• Contribute written articles to Oracle’s Solution Knowledge base.

Detailed Job Requirements and Qualifications:

• Experience and solid Network analytical skills with Linux/Solaris/Unix, Switches, and Cloud Network fundamentals.
• Network Education and Experience with: Network Topology, Subnets, Virtualization, DNS, DHCP, Routing, VPN, Firewall, Network Performance, TCP/IP Protocols, Interfaces, device drivers, Aggregation, DNS, NFS, Samba, SNMP, NAT, Gateway, Naming Services, Sendmail, Network Security, IPsec, Load Balancers, Routing Protocols
• Education and Experience with: Routers, Switches (Infiniband, Cisco, Juniper, Arista, Brocade)
• Experience with diagnostic tools: iperf, mtr, traceroute, dig, cURL ssh, Wireshark, Network Logs, Netbrain, Network Monitoring/Troubleshooting Tools, Network Performance
• Experience configuring software based IPSEC and SSL based VPN Solutions such as openswan, openvpn, corente, openconnect, libreswan, vyatta, ipsec-tools/racoon
• Experience configuring and supporting IPSEC-based VPNs and IPSEC capable hardware devices such as Juniper, Cisco, Sonicwall, Palo Alto Networks, FortiGate, Checkpoint
• Excellent problem-solving skills, with a strong bias for quality and engineering excellence. Ability to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints.
• Excellent technical troubleshooting and problem resolution skills.
• Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate with global peers.
• Able to maintain a high level of customer satisfaction and process adherence
• Excellent verbal and written English Language communication skills .

Preferred Experience & Qualifications as a Plus:

• Experience in virtualization technologies; VMWare, Xen, KVM, Hyper-V and/or Solaris LDOM/Zones
• Experience in public, private or Hybrid cloud like Oracle Cloud, AWS, Azure, Google Cloud, Rackspace, VMWare
• Certification a plus: CCNA, Security, Network, AWS, Azure, System Administration in Unix/Linux/Solaris/Windows, VMWare, Openstack
• Experience in C programming, shell, python, perl, Java or Ruby

Industry Experience / Education:

Leading contributor individually and as a team member. Work is non-routine and very complex, involving the application of intermediate to advanced technical/business skills in area of specialization. Five+ years experience with Core products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).