Advanced Customer Support (ACS) is looking for Advanced Service Engineers (ASEs) to deliver proactive and reactive technical support to customers.
The Advanced Customer Support (ACS) is a unit within Oracle’s Customer Service Organization that enables long term advanced support relationships with many of Oracle's largest customers. Advanced Services Engineers working within ACS deliver proactive and reactive technical support to these customers, assisting them to maximize the stability, availability and performance of their critical business systems
More information about ACS: [...]
Proactively working with ACS customers to ensure their successful deployment of the Oracle. Database and related products in On Premises and Cloud environments.
Assisting customers in their Journey to Cloud – transition from On Premises Database environments.
Supporting customer Databases and related products in Public, Private and Hybrid Cloud
Participating in service delivery.
Delivering, according to internal methodology and quality standards.
Identifying required / recommended actions on Customer systems as main output of service delivery, based on available best practices and delivery methodology and tools.
Escalating Customer issues to Technical Account Manager where relevant.
Recommending in relation to the technical competency areas.
Proposing integrations to existing delivery methodology and tools to fit new products or services.
Contributing to testing and validation of tools defined for delivery of service.
Technical Support to Technical Account Managers.
Closely connected to our Database International community of ASEs.
Bachelor’s degree in Computer Science, Engineering or equivalent experience is preferred.
8+ Years Oracle DBA on Production Systems, supporting critical environments
Cloud environments knowledge (any vendor, any type of deployment)
Oracle Certifications are a plus.
Work experience in Oracle Database, specifically:
High Availability: EXADATA, RAC, CRS, ASM
Backup and Recovery projects. RMAN. ZDLRA will be a plus
Enterprise Manager Grid Control
Will add a plus to have experience/knowledge in following topics:
Oracle Golden Gate
Operating Systems administration (Oracle Enterprise Linux, Red Hat Linux or any enterprise-level Unix or Linux distribution)
Oracle Engineered Systems (Exadata, ODA)
Virtualization solutions (Oracle OVM, VMware ...)
Fluency in Spanish and English is requested.
Located in Madrid, Spain
Availability to travel, in and out of Spain
Availability for On Call and Out of Hours working
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 Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).