Principal Cloud Native Core Support Engineer

Company: Oracle
Location: Chesterfield
Posted on: April 4, 2021

Job Description:

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 Principal Support Engineer, 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. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications 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). *Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.* *This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.* *Description:* Technical support for implementation of the Oracle Cloud Native 5G Solution in telecommunication markets. Technical support to Oracle customers and customer prospects providing remote access and phone support assistance with the installation, upgrade and troubleshooting of the Oracle 5G Network Function applications. Position requires availability to be on call 24x7 on a rotation basis. *Required Experience:* * 2 years experience in a Cloud Solutions and Virtualization environment, such as VMWare, Openstack, Oracle Cloud Infrastructure * 5 years Proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level in a customer support environment, preferably a telecom environment * 5 years knowledge/experience with LAN and WAN technologies: Routers and Switches * 5 years Knowledge/experience with layer3 IP Routing and layer2 switching * Understanding of Kubernetes, Prometheus, Grafana, Elasticsearch * Strong interpersonal skills including excellent team oriented skills * Strong Customer Communication skills * Excellent technical troubleshooting skills at ALL layers of the OSI model * Complete understanding of data communications concepts of network architecture * Analyzing and debugging IP packet captures using Wireshark/Tshark * Operating Systems: Linux/Unix command line and OS troubleshooting * Database experience * Protocols: TCP/IP, SNMP, HTTP2, Rest API/SOAP * Professional documentation skills writing Method of Procedures (MOPs), Root Cause Analysis (RCAs), Technical Service Bulletins (TSBs), step by step technical procedures * Experience with Diameter/PCEF/PCRF/GGSN/PGW a plus. * Perl/Shell/Python/Java scripting a plus * Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. *Educational Requirements:* * BS Computer Science/Management Information Systems/Science/ Engineering with 3.0 GPA **Job:** **Support* **Organization:** **Oracle* **Title:** *Principal Cloud Native Core Support Engineer* **Location:** *MA,Mass-Burlington* **Requisition ID:** *21000FDQ* **Other Locations:** *United States*

Keywords: Oracle, Chesterfield , Principal Cloud Native Core Support Engineer, Engineering , Chesterfield, Missouri