OCI Cloud Support Engineer – Networking

Job 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 entails addressing post-sales non-technical inquiries via phone, tickets, and electronic channels, as well as tackling technical questions related to the utilization and troubleshooting of our Electronic Support Services. Serving as a key point of contact for our customers, you will play a pivotal role in nurturing customer relationships with Support and offering guidance to internal Oracle personnel on a wide array of customer situations and intensified issues. In addition to resolving specific customer issues, our team also works closely with service owners to identify and drive resolution to any large-scale issue that may have a broader impact within Oracle.

The ideal candidate will exhibit a customer-centric attitude and actively pursue technical challenges daily. Our Technical Support Engineer team is available round-the-clock, 365 days a year, to provide technical assistance. This position presents an exhilarating chance to create a significant difference by connecting public and private sectors, instigating positive transformation, and playing a role in advancing our mission. A self-motivated professional with the ability to work with a global, remote workforce, maintaining a strong focus on customer service and satisfaction, even in a high-pressure production environment without compromising on quality.

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. Understand 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. This job may require working on projects and while continuously staying up to date with industry trends.

Career Level – IC3

Responsibilities

Required Skills:

Bachelor’s degree in Computer Science, MIS or relevant work experience.

4 years’ experience in Infrastructure or related field.

Experience supporting network and network security technologies, including:

protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSL

Routers and switches such as Cisco Nexus, Juniper, Fortinet, Juniper, and Palo Alto

In-depth knowledge of routing and switching

Demonstrated ability to quickly solve network and network security problems to root cause, to restore service and to identify long term corrective and preventative actions.

Networking Fundamentals such as OSI and TCP/IP models

Networking services:

Familiarity with services such as VCNs (Virtual Cloud Networks), subnets, security lists, internet gateways, route tables, VPN, load balancers, WAF (Web Application Firewall),and Network Firewall,

Proficient in reading, parsing, and comprehending logs, which encompass TCP Dump, Wireshark, Netstat, Iperf, ICMP, Curl, and other useful logs.

Troubleshooting Skills:

Ability to diagnose and resolve network-related issues effectively, including packet analysis, tracing routes, identifying misconfigurations, and solve connectivity problems.

Collaboration and Communication:

Superb communication skills to interact with multi-functional teams, articulate technical concepts to non-technical collaborators, and collaborate effectively in a fast-paced environment.

Documentation:

Ability to document network configurations, procedures, and troubleshooting steps accurately.

Great Teammate:

Capability to work multi-functionally within a team environment, share knowledge, mentor junior team members, and contribute to the overall success of the networking support team.

Preferred Skills

Scripting and Automation: Familiarity with scripting languages like Python, API, CLI, shell scripting, or PowerShell to automate repetitive tasks, streamline processes, and enhance operational efficiency.

Experience with Monitoring and Logging Tools: Familiarity in using monitoring and logging tools such as CloudWatch, Grafana, or third-party tools to monitor network performance, detect anomalies, and solve issues proactively.

Project Management Skills: Basic project management skills to plan, complete, and manage networking projects effectively, including requirements gathering, resource allocation, scheduling, and progress tracking.

Relevant certifications from networking vendors such as Cisco (CCNA, CCNP, CCIE), Juniper (JNCIA, JNCIS, JNCIE), Palo Alto Networks (PCNSA, PCNSE), or others, demonstrating expertise in specific networking technologies and products.

Experience with advanced networking protocols such as BGP (Border Gateway Protocol), OSPF (Open Shortest Path First), MPLS (Multiprotocol Label Switching), and others relevant to the organizations network architecture.

Must be a U.S. Citizen.

Visa sponsorship is not available for this role.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $21.59 to $60.63 per hour; from $44,900 to $126,100 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US 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. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40 years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Which includes being a United States Affirmative Action Employer