Job Directory Oracle Technical Analyst - Support - Directory Services/Identity Management
Oracle

Technical Analyst - Support - Directory Services/Identity Management Oracle
Pleasanton, CA

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About Oracle

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 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 a Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

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.

Preferred Qualifications

This position is for a Technical Support Professional with a functional background in Directory Server and Identity Management Products.

Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident. Successful candidate will develop customer facing documentation for common customer issues. Candidates will communicate with Engineering at times to facilitate resolution.

Candidates should have a good understanding of LDAP. Solid background in operating systems (Unix, Linux, Windows), networking, SSL, load balancing including administration and troubleshooting is desired.

Functional/Technical Knowledge & Skills

* Excellent analytical and problem solving skills
* Strong written and verbal communication skills. Experience communicating at all levels of client organizations is a plus.
* Excellent collaboration and team work skills
* Ability to quickly and correctly identify key customer information to clarify the problem leading to root-cause identification of customer issues
* Ability to create clear, concise problem descriptions including use case and problem reproductions for communication with colleagues and engineering.
* Aptitude in creation of professional documentation is required.
* Functional/Technical background in assigned product area (Directory Server/LDAP and Identity Management software) and exposure to associated systems and software
* Technical skills in any of the following are desirable: LDAP, Java (diagnostic tools such as Jstat, Jstack, JFR), RDBMS, Oracle Access Manager, Oracle Identity Manager, Oracle E-Business Suite integration, Microsoft Active Directory, SSL and cipher suites
* Ability to read and decipher software Log and Trace files, Java Server configuration, as well as the ability to act upon the finding to determine a problem resolution.

Detailed Description and Job Requirements 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 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 a Sr. Support Engineer, you will be the technical interface to customers, partners, and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Middleware products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Middleware) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

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.

About Oracle

Oracle is a company providing integrated cloud applications and platform services.

Headquarters
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136000 employees
Oracle

Oracle Building 500, 500 Oracle Pkwy

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