Oracle Advanced Service Engineer in Duesseldorf, Germany

Advanced Service Engineer

Preferred Qualifications

RESPONSIBILITIES:

  • 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, N├╝rnberg and other locations

PERSONAL COMPETENCIES:

  • 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.

Job: Support

Location: DE-DE,Germany-Frankfurt

Other Locations: DE-DE,Germany-Duesseldorf

Job Type: Regular Employee Hire

Organization: Oracle