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Job DescriptionMust speak Mandarin Chinese.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 Analyst 3, you will provide technical services to Oracle Customers with a focus on Oracle System and Hardware products, including Server Hardware, Networking, Engineered System and Oracle Cloud (Hardware).The ideal candidate for this position is a responsible individual who is able to resolve core technical HW and FW related problems for Oracle’s global customer base through listening, troubleshooting, diagnosing, researching, collaboration and following documented procedures and Oracle tools. They will possess excellent Soft Skills and be a solid communicator when working with customers, partners and collaborating teams within Oracle. The position is with Oracle’s Remote Hardware Support Organization, but is not a remote position. We are looking for US candidates who live within driving distance of one of the following Oracle campuses; Colorado Springs, CO, Broomfield, CO, Burlington, MA, Nashua, NH or Orlando, FL. New Hires will be required to work from the office.Candidates need to be fast learners who are able to understand Oracle’s internal tools, procedures, processes, and initiatives as well as Oracle Systems technology. As a proven team player, the candidate should be able to collaborate with various teams to fulfill job duties under pressure, and work independently as well as with supervision.Detailed Job Requirements and Qualifications:
Experience and solid analytical skills with x86 HW and SW, including Microsoft Windows and/or Linux/Solaris/Unix, HW understanding and troubleshooting.
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. Handling issues with utmost professionalism without compromising customer satisfaction.
Be able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone.
Have remote (from the HW site) support or similar experience in addressing customers' technical issues toward customer satisfaction.
Excellent interpersonal communication and English writing skills.
Preferred Experience Qualifications as a Plus:Experience and/or background education in Networking: Topology, Subnets, Virtualization, DNS, DHCP, Routing, VPN, Firewall, Performance and Switches.Experience and/or background education in Cloud environment Compute technologies: Bare Metal, Virtual Machines (VMs), Ksplice, Provisioning, Resources Capacity Planning, GPUs, NVMes and Block Storage.Knowledge of Oracle Engineered System products.Experience with Network Name Services (ldap/NIS), ssh/scp/sftp, IPMP and Link Aggregation technologies.Knowledge of Oracle Cloud basics in terms of Cloud@Customer and Oracle Cloud InfrastructureEducation:A Technical Degree, i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA and/or proven professional technical experience, such as demonstrating an understanding of applications at a functional and technical level (preferably Oracle).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 United States onlyOracle 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
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
ResponsibilitiesAs 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.Responsibilities
Communicate with corporate customers via telephone, written correspondence, and electronic service to resolve technical problems as presented in customer Service Requests.
Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution of technical issues focusing on root cause analysis and prevention.
Educate and walk the customers through problem-solving processes.
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 X86 HW, 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 RHS Knowledge base.
Qualifications:Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).Email of Internal ContactDisclaimer: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 onlyHiring 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 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
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About UsAn 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
