Oracle Advanced Service Engineer in Duesseldorf, Germany
Advanced Service Engineer
Proactively working onsite with Advanced Customer Services (ACS) customers to ensure their successful deployment of Oracle RDBMS, Oracle Linux und Exadata products
Dedicated technical contact with a deep knowledge of the customer's technical requirements and environments
Proactively alerting customers to product developments and issues
Technical responsibility for reviews/assessments (e.g. Performance-, Configuration-reviews, Production Assessment)
Migration and Upgrade Planning and technical onsite support
Patch analysis and recommendation
Prepare and present individual knowledge transfer workshops for customers
Resolve high level, very complex or previously unknown issues.
Interact with key customer personnel to ensure customer satisfaction and enhance collaborative problem solving
Maintain effective professional relationship with Oracle Advanced Technical Account Manager, EMEA Remote Service Centre, Oracle Product Support / Development, Consulting and Onsite support
Technical Cooperation with partners (HP, IBM, ...)
Be available to work in 24x7 capability
Willing to travel up to 5 days a week to serve customers in Stuttgart, Nürnberg and other locations
Excellent Experience in implementing Oracle Exadata, Oracle Linux, Performance/Tuning and high availability features (RAC & Dataguard) of Oracle RDBMS
Ability to spot proactive service to the benefit of customer
Ability to manage escalated technical situations & develop action plans
Proven troubleshooting skills
Understanding of support processes
Strong analytical skills
Good written and spoken English and German
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.
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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor
s and Master
s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle
s core products, applications, and tools.
Other Locations: DE-DE,Germany-Duesseldorf
Job Type: Regular Employee Hire