Principal Technical Support Engineer

Company: CTI Education Group
Location: Colorado Springs
Posted on: April 3, 2021

Job Description:

If you require accessibility assistance or accommodation for a disability when applying for open positions please contact us at +1.888.404.2494, Option 1. Oracle's Affirmative Action Plan is available for review by contacting +1.888.404.2494, Option 1. Job Description - Principal Technical Support Engineer (21000AA8) Job Description Principal Technical Support Engineer - 21000AA8 Applicants are required to read, write, and speak the following languages : English Preferred Qualifications The position will be integrated in a global team that will provide technical and functional assistance to high profile Oracle customers around the globe. Be a member of a top-talented team of professionals who will specialize in troubleshooting and supporting highly complex technology and software application implementations. You will be a--primary point of contact for customers, be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.--The team focuses on solving High Availability--(Backup & Recovery, Dataguard and Corruption)--issues on Engineered Systems (Exadata) and Oracle Cloud platforms. --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 model -- Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards -- Maintaining product expertise in Goldengate and Information Integration issues -- Working towards, adopting and contributing to new processes and tools (OWC, diagnostic methodology, health checks, scripting tools, etc. -- Participating in proactive knowledge activities. -- Working with development on product improvement programs (testing, BETA programs etc) as required. -- Operating within Oracle business processes and procedures. -- Respond and resolve customer issues within key performance Indicator targets -- Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests. Qualifications: -- The ideal candidates should have a degree in Computer science/Management Information Systems/Science/Engineering/Math/Physics.

• Proven professional and technical experience. -- 8-10--years industry experience in using and administrating Oracle database server or comparable database or system administration plus at least 5 years experience with High Availability technologies. -- Good knowledge of UNIX, Linux and/or Windows -- Excellent verbal and written skills in English. -- Good analytical reasoning skills and lateral thinking capability. -- Excellent customer focus and customer handling skills. -- Willing and available to work on weekend shifts. -- Working Globally as a team. -- Results orientation. Brief 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.
  -- Detailed Description As a Principal. 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 Requirements Job duties are varied and complex utilizing independent judgment. May have project lead role. 8+--years experience with Core products or--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) As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).--Also the candidate is required to work a late shift (12pm-9pm MT) and come into the office. 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 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. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.
  
  Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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). Colorado Pay Range: From $36.69 to $64.20 per hour
  From $76,309 to $133,544 per annum
  Eligible for equity Oracle offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion
  2. Short term disability and long term disability
  3. Life insurance and AD&D
  4. Supplemental life insurance (Employee/Spouse/Child)
  5. Health care and dependent care Flexible Spending Accounts
  6. Pre-tax commuter and parking benefits
  7. 401(k) Savings and Investment Plan with company match
  8. Flexible paid time off (unlimited or accrued vacation and sick leave)
  9. Paid parental leave
  10. Employee Stock Purchase Plan
  11. Adoption assistance
  12. Financial planning and group legal
  13. Voluntary benefits including auto, homeowner and pet insurance
  Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law. Job : Support Travel : No Location : US-UT,Utah-Lehi Other Locations Job Type : Regular Employee Hire Organization : Oracle All over the world, people's lives are better because of Oracle. Want to make a difference? Join our company of change-makers. From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter's Type 1 Diabetes and has written a cookbook to share with the world. #LifeatOracle If you require accessibility assistance or accommodation for a disability when applying for open positions please contact us at +1.888.404.2494, Option 1 Oracle's Affirmative Action Plan is available for review by contacting +1.888.404.2494, Option 1.

Keywords: CTI Education Group, Colorado Springs , Principal Technical Support Engineer, Engineering , Colorado Springs, Colorado