Oracle Advanced Service Engineer in Frankfurt, 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
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 a Senior Systems Engineer, you will interface with the customer
s IT staff on a regular basis. Either at the client
s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor
s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle
s core products, applications, and tools is important.
Other Locations: DE-DE,Germany-Frankfurt
Job Type: Regular Employee Hire