Principal Support Engineer

2 days ago

مصر, Egypt Oracle Full time

Principal Support Engineer - Core Database DBA expert-220002R9

**Applicants are required to read, write, and speak the following languages**: English, Arabic

**Preferred Qualifications**

Advanced Services Engineers (ASE) provides support in the continuous operational improvement of Oracle environments. ASEs do this by leveraging Oracle’s support-based intellectual property and customers’ experiences throughout their involvement with Oracle’s technologies.

Our goal is for every customer to gain ever-more value from their Oracle Solutions by helping them make well informed decisions regarding the implementation; management and use of Oracle technologies.

**CORE ACTIVITIES AND RESPONSIBILITIES**:
ÿ Delivering high quality technical services to ACS customers.

ÿ Ensuring adherence to internal methodology, tools and quality standards.

ÿ Proactively foresee existing customer needs and activities to provide better support and remain engaged with customer focused activities

ÿ Work with other Oracle LOBs and Partners to ensure that knowledge is transferred both into and out of ACS, and act as technical Subject Matter Experts where required

ÿ Be focused on innovation and technology and understand how these can be used to benefit both customers and ACS

ÿ Manage and resolve Customer Requests according to product main strategy and model.

ÿ Respond and resolve customer issues within Key Performance Indicator targets.

ÿ Maintain an up-to-date and in-depth knowledge of new products.

ÿ Ensure the timely completion of planned proactive tasks and Customer Requests.

ÿ Owning and resolving problems and managing customer expectations throughout the life cycle in accordance with global standards.

ÿ Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.

**Related Work Experience**

**Formal Education or Equivalent**:
**Skills**
- Strong knowledge of UNIX, Linux and/or Windows.
- Experience in RAC, DB Performance, DB patching/DB upgrades or Backup/Recovery is a **must.**
- **Experience with Exadata is required**
- More of the following technical areas is a **plus**:Oracle Security Products, Oracle Data Guard, Oracle Golden Gate, SQL Tuning, Corruption, Super Cluster, ZFS, ZDLRA.
- Having excellent written and spoken English is a must with strong Communication skills.

**Others (mandatory)**:

- Excellent Incident and Problem Management skills.
- Flexibility to work within a “Follow the Sun” global shift rota, covering local OR non-local day-time hours, including holidays and weekends, on a rotational basis
- Ability to be “on-call” support as part of an on-call rotation shared across team members
- Willing to travel for long tasks or high frequency

**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 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.

**Job**: Support
**Location**: EG-EG,Egypt-Cairo

**Job Type**: Regular Employee Hire
**Organization**: Oracle

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