Job DescriptionnnOVERVIEW:nnAs 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.nnRESPONSIBILITIES:nnTo 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 modelnnOwning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standardsnnWorking towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)nnContributing to Knowledge Management content creation and maintenancennWorking with development on product improvement programs (testing, SRP, BETA programs etc) as requirednnOperating within Oracle business processes and proceduresnnRespond and resolve customer issues within Key Performance Indicator targetsnnMaintaining product expertise within the teamnnMaintain an up-to-date and in-depth knowledge of new products released in the market for supported productnnQUALIFICATIONS:nnBachelor’s degree in computer science, Engineering or related technical fieldnn5+ years of proven professional and technical experience in Big Data Appliance (BDA), Oracle Cloud Infrastructure (OCI), Linux OS and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie etc.nnExcellent verbal and written skills in EnglishnnSKILLS & COMPETENCIES:nnMinimum technical skills:nnAs a member of the Big Data Appliance (BDA), the focus is to troubleshoot highly complex technical issues related to the Big Data Appliance and within areas like Cloudera distribution for Hadoop (CDH), HDFS, YARN, Spark, Hive, Sqoop, Oozie etc.nnHave good hands-on experience in Linux Systems, Cloudera Hadoop architecture, administration and troubleshooting skills with good knowledge of different technology products/services/processes.nnResponsible for resolving complex issues for BDA (Big Data Appliance) customers. This would include resolving issues pertaining to Cloudera Hadoop, Big Data SQL, BDA upgrades/patches and installs. The candidate will also collaborate with other teams like Hardware, development, ODI, Oracle R, etc to help resolve customer’s issues on the BDA machine. The candidate will also be responsible for interacting with customer counterparts on a regular basis and serving as the technology expert on the customer’s behalf. Oracle Analytics products (BIEE/OAS, OAC, BI APPS)nnExperience in multi-tier architecture environment required.nnFundamental understanding of computer networking, systems, and database technologies.nnPERSONAL SKILLS:nnDesire to learn, or expand knowledge, about Oracle database and associated productsnnCustomer focusnnStructured Problem Recognition and ResolutionnnExperience of contributing to a shared knowledge basennExperience of Support level work, like resolving customer problems and managing customer expectations, and escalations.nnCommunicationnnPlanning and organizingnnWorking globallynnQualitynnTeam WorkingnnResults orientednnCareer Level - IC3nnResponsibilitiesnn.nnDisclaimer:nnCertain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.nnRange and benefit information provided in this posting are specific to the stated locations onlynnUS: Hiring Range: from $21.59 to $60.63 per hour; from $44,900 to $126,100 per annum. May be eligible for equity.nnOracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.nnCandidates are typically placed into the range based on the preceding factors as well as internal peer equity.nnOracle US offers a comprehensive benefits package which includes the following:nnMedical, dental, and vision insurance, including expert medical opinionnnShort term disability and long term disabilitynnLife insurance and AD&DnnSupplemental life insurance (Employee/Spouse/Child)nnHealth care and dependent care Flexible Spending AccountsnnPre-tax commuter and parking benefitsnn401(k) Savings and Investment Plan with company matchnnPaid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.nn11 paid holidaysnnPaid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.nnPaid parental leavennAdoption assistancennEmployee Stock Purchase PlannnFinancial planning and group legalnnVoluntary benefits including auto, homeowner and pet insurancennThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.nnAbout UsnnAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.nnWhen everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.nnWe’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.nnOracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.nnWe’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 calling +1 888 404 2494, option one.nnDisclaimer:nnOracle 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.nn* Which includes being a United States Affirmative Action Employer