*Senior Support Engineer 1 – Oracle Exadata Cloud Services Shift:*
- US Hours with flexibility to cover nights/weekends as required
- As a Senior Support Engineer 1 in Oracle’s Support organization, you’ll be at the forefront of solving some of our most complex customer challenges using Automation and Artificial Intelligence (AI) tools
- Your role will be to participate in the development and application of automated tools, diagnostics, and instrumentation to identify and resolve issues faster
- This includes scripting of tools to parse logfiles to narrow down the source of problems, and match to known issues
It also involves training large language models (LLMs) to quickly and interactively resolve customer issues through interpretation of customer questions and issues, and mining Oracle’s documentation, knowledge base and other trusted information sources to identify answers and solutions
- This must be done in the context of working directly with customers to solve their issues
- Acting as both a trusted advisor and technical expert, you’ll ensure our customers receive world-class post-sales support, while also serving as a strong advocate for their needs
- This is a hands-on, high-impact role where you’ll be called upon to troubleshoot, innovate, and guide customers through critical issues—helping them achieve success on some of Oracle’s most powerful technologies
- When known solutions are identified, you will be tasked to ensure these known issues can be matched to future customer problems through the use of AI training and other scripting and automation tools
- When new solutions are found, you will be expected to document these solutions in a way that will facilitate rediscovery via AI and Automation
- Balance proactive problem avoidance, automation and knowledge creation with reactive troubleshooting to ensure the highest levels of customer satisfaction
- Serve as a primary point of contact for customer inquiries, both technical and non-technical, providing expert troubleshooting, problem resolution, and strategic advice
- Deliver deep technical expertise on Oracle Exadata Cloud Services (ExaCC / ExaCS) implementations and administration
- Collaborate with customers through remote and on-site engagements, providing guidance that improves performance, stability, and scalability
- Partner with internal teams, mentoring colleagues, and contributing to Oracle’s growing knowledge base to drive innovation and continuous improvement
- Passion and knowledge to prevent issues and reduce issue resolution times through documentation, automation and AI model training
- 7+ years with Oracle Core products or 8+ years with Applications products
- Familiarity with OEDA deployment tools,
- Expert-level, hands-on leadership of Exadata implementations and large database management systems
- Deep experience operating large-scale Oracle database environments (multi-terabyte/petabyte), including performance engineering, automation, observability, backup/recovery, and zero-downtime upgrades
- Hands-on experience with Oracle Cloud Infrastructure and other hyperscalers in the cloud,
- This should include Cloud Tooling and agent knowledge,
- Understanding of the Cloud architecture and roles/responsibilities for co-managed services
- Familiarity with various migration strategies for moving to the cloud – i.e
- Expert level knowledge of ASM and RAC architectures** , clustering technologies, and Oracle database features
In-Depth knowledge of Clustering Technologies (Oracle Clusterware/Grid Infrastructure) *Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only
- Deliver deep technical expertise on Oracle Exadata Cloud Services (ExaCC / ExaCS)** implementations and administration
Document solutions, identify and implement automation opportunities and train AI Models to find solutions faster *What You Bring**
