Principal Technical Analyst

Principal Support EngineerDue to the nature of the clients we are supporting, US Gov Cloud and DoD (Department of Defense) support requirements, US Citizenship is required.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 inquiries regarding the use of and troubleshooting for our Electronic Support Services.A main 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.ResponsibilitiesSkills & Competencies:In Depth knowledge of Oracle Database administration - 12c, 18c, 19c, 23c etcUnderstanding of Oracle Database Security features (such as Roles, Privileges, Auditing, TDE, Database Vault and ASO) and Database firewallExperience of Backup and recovery process using RMANExperience of Oracle Data GuardExperience in Performance TuningExperience of Oracle Cloud Infrastructure (OCI)Experience of Oracle Autonomous DatabaseOperating system knowledge (Unix, Linux, Windows)Desirable technical skills:Network administrationUnderstanding of Oracle Grid Control, RACExperience of administering other databases (MySQL, PostgreSQL, Sql-Server, DB2)Understanding of Oracle Golden GateExposure in Oracle Application Express (APEX)Responsibilities:To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and modelOwning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standardsWorking towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)Contributing to Knowledge Management content creation and maintenanceWorking with development on product improvement programs (testing, SRP, BETA programs etc) as requiredOperating within Oracle business processes and proceduresRespond and resolve customer issues within Key Performance Indicator targetsMaintaining product expertise within the teamDeveloping and maintaining expertise around Database Security and general IT Security issuesMaintain an up-to-date and in-depth knowledge of new products released in the market for supported productSelf motivated. Able to perform duties without major monitoringQuick learner. Efficient in reproducing test cases, and drive to resolve customer issues.Qualifications:Bachelor's degree in Computer Science, Engineering or related technical field10+ years of proven professional and technical experience in database, network or system administrator role.Excellent verbal and written skills in EnglishRequired SkillsOracle DatabaseTechnical Support