ACS Fusion Middleware Advanced Support Engineer - Valladolid

Descripción de la oferta

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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Perfil buscado

Qualifications :

Department Description:
The Advanced Customer Services (ACS) practice is a unit within the Oracle Spanish Customer Services Organization that establishes long term relationships with many of Oracle’s largest customers in Spain through annual support contracts.
Advanced Support Engineer working within ACS deliver proactive and reactive technical support services to these customers, assisting them to maximize the stability, availability and performance of their critical business systems.
Advanced Support Engineers works on customer sites at Valladolid. Training is provided to ensure Advanced Support Engineers maintain an up to date knowledge of Oracle products and services.
Middleware Specialists are part of the ACS Spanish Delivery team. The role opened is focused on Architectural and Production Support for Oracle Fusion Middleware solutions, especially on WebLogic Server and Coherence
Additional Details:

RESPONSIBILITIES:

A mix of proactively working with ACS customers (design and configuration assistance and reviews, best practices workshops) and reactive work (troubleshooting, performance analysis) to ensure their successful deployment of the Oracle Fusion Middleware (FMW) products.

·  Technical assistance with software installation
·  Customer solutions architecture concepts and reviews
·  Performance assessments and tuning
·  Software configuration health checks
·  Upgrade and implementation planning and advice on Patch Management
·  Proactively alerting customers to product developments and issues
·  Knowledge Transfer: Prepare and present training programs, designed to educate Support Services employees and customers on technical topics
·  Delivery of reactive onsite technical support in a timely manner
·  Resolve high level, complex or previously unknown issues, requiring expert technical knowledge and business acumen
·  Perform root cause analysis of difficult product problems and their solutions/technical escalation management
·  Perform code analysis to determine performance bottleneck, non-compliance coding, or architectural issue.

·  Interact with key customer personnel to enhance collaborative problem solving
·  Providing and verifying problem workarounds or patches
·  Researching and responding to technical inquiries
·  Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
·  Become a trusted advisor for our ACS customers
·  Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization. EXPERIENCE:

·  A minimum of 3-4 years experience in the field of Oracle Middleware products in combination with Oracle Databases.
·  Java + J2EE experience is mandatory.
·  In depth knowledge of the following Oracle Fusion Middleware products:
·  WebLogic Server
·  Coherence
·  In-depth understanding of application 3-Tier Architectures (Web, Application and Oracle Database tier) is mandatory
·  At least 2 years of Java development

·  Experience and knowledge of the following containers and automation tools is a key advantage:
·  Dockers
·  Ansible
·  Chef
·  Kubernetes

·  Oracle DBA knowledge and/or SQL or PL/SQL development experience is an advantage.
·  Knowledge of Oracle VM / Virtualization solutions is an advantage.
·  Strong Unix/Linux skills are essential, additional Windows Server skills are useful PERSONAL COMPETENCIES:

·  Proven experience in installing, configuring, administering and tuning Oracle middleware products, preferably gained in a production environment
·  Excellent troubleshooting and analytical skills in a customer facing environment
·  Self motivated and resourceful
·  Strong verbal and written communication skills in Spanish. Spanish mother tongue is an advantage.

·  Very good verbal and written communication skills in English
·  Ability to spot proactive services to the benefit of customer
·  Ability to work as a team-player as well on own initiative
·  Ability to work under pressure in escalated situations
·  Ability to have effective communication with the appropriate levels when dealing with complex situations
·  Ability to take ownership of (escalated) problems
·  Ability to demonstrate advanced product knowledge by building and showcasing best practices
·  At least 3-4 years experience in working with Oracle Middleware products