Technical Analyst 2-Support

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 Cloud Services. You will play a key role in delivering reliable and secure connectivity solutions for our customers as a member of the Network support Team within Oracle’s Cloud Infrastructure (OCI) organization

You'll be working closely with OCI customers to resolve complex network challenges, ensuring they can run their cloud services smoothly and without disruption, ultimately supporting the seamless operation of their businesses.

Responsibilities

As a 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

We are looking for an experienced network support engineer with a strong technical background. As a Network Engineer, you will be responsible for the delivery and operation of critical customers connectivity services. You will work with peers, management, and project managers to deliver solutions, maintain network services, and provide escalation support for the Escalations team. You should be comfortable working in a fast-moving environment that requires agility and the drive to deliver. You should be comfortable taking on new challenges that develop your skills.

You should:

• Have a data-driven mindset/passion
• Enable Oracle support to resolve customer issues through sharing best practices, training, tooling and directly resolving escalations.
• Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
• Act on behalf of the customer as their cloud support(technical) team, partnering with engineering, platform operations, and customer service teams to restore customer availability and drive the goal of being proudly serviced by Oracle.
• Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way of the ticket lifecycle
  
  
  

Resolve support/incidents & customer issues by troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems

• Document key learnings and other relevant details as part of the support you provide.
• Continually improve skills through work experience and training(s)
• Identify opportunities to automate responses to common operational problems and requests
• Ensure compliance, configuration and data quality levels are maintained
• Work with internal stakeholders, external network, and security vendors
• Document work instructions or procedures
• Be wiling to work in rotational shifts to support customers globally
  
  
  

Technical:

Bachelor’s degree, in Computer Science, MIS or related field

2+ years’ experience in Infrastructure or related field

Experience supporting network and network security technologies, including:

Protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSL

SDWAN

Routers and switches such as Cisco Nexus, Juniper MX, and Arista

Firewalls such as Fortinet, Juniper, and Palo Alto

Load balancers such as F5

In-depth knowledge of routing and switching

Experience performing regular capacity management functions for network and security components

Demonstrated ability to quickly troubleshoot network and network security problems to root cause, to restore service and to identify long term corrective and preventative actions

Work jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions

Preferred Skills

CCNA / CCNP Security OR Fortinet Network Security Expert (NSE) or equivalent

Technical understanding and practical application of network protocols and technology

VPN – IPSEC and SSL

Firewalls and load balancers, security policy management

Network / Security monitoring tools such as: SNMP, MTRG, Prometheus and Grafana etc.

Technical understanding and practical application of security support

Technical understanding and practical application of DevOps

Continuous Integration / Continuous Delivery & Deployment Tools

Network as Code strategy

Familiarity of IaaS/PaaS/SaaS infrastructure/environments

Integration technologies (APIs)

Qualifications

Scripting experience in Ansible, Python, others

Career Level - IC2

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing [email protected] or by calling +1 888 404 2494 in the United States.

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.