Principal Technical Support Engineer - Golden Gate High Availability

$66,206 - $141,294/Yr

Oracle - Lincoln, NE

Part-time - Principal

Lincoln, NE

Publishing Industries

About the position

As a member of the Support organization at Oracle, the Principal Technical Support Engineer for Golden Gate High Availability plays a crucial role in delivering post-sales support and solutions to our customer base. This position is centered around advocating for customer needs, which involves resolving both non-technical and technical inquiries related to our Electronic Support Services. The engineer will serve as the primary point of contact for customers, facilitating relationships with Support and providing guidance to internal Oracle employees on various customer situations and technical issues that arise. The role is integrated within a distributed team that provides technical and functional assistance to high-profile Oracle customers globally, particularly focusing on complex technology and software application implementations. The engineer will be responsible for addressing GoldenGate and High Availability issues specifically for Exadata and Oracle cloud customers. This opportunity is ideal for individuals with extensive experience in GoldenGate and High Availability technologies, as the position demands a high level of expertise and problem-solving skills. In this role, the Principal Support Engineer will offer strategic technical support to ensure the highest level of customer satisfaction. A significant focus will be on creating and utilizing automated technology and instrumentation to diagnose, document, and resolve or prevent customer issues. The engineer is expected to be a key member of the technical problem-solving team, frequently sought after to tackle extremely complex and critical customer issues, which may also involve on-site visits to customers as needed.

Responsibilities

• Manage and resolve Service Requests logged by customers on Oracle products and contribute to proactive support activities according to product support strategy.
• Own and resolve problems while managing customer expectations throughout the Service Request lifecycle in accordance with global standards.
• Maintain product expertise in High Availability and GoldenGate suite.
• Work towards, adopt, and contribute to new processes and tools such as OWC, diagnostic methodology, health checks, and scripting tools.
• Participate in proactive knowledge activities.
• Collaborate with development on product improvement programs, including testing and BETA programs as required.
• Operate within Oracle business processes and procedures.
• Respond to and resolve customer issues within key performance indicator targets.
• Follow Bug Diagnosis and Escalation/Development Bug guidelines in the resolution of Bug-related Service Requests.

Requirements

• Degree or equivalent experience in Computer Science, Management Information Systems, Science, Engineering, Math, or Physics.
• Proven professional and technical experience in relevant fields.
• 8 years of experience working with High Availability products and strategy.
• 4 years of experience working with GoldenGate products and strategy.
• 8 years of experience resolving database issues involving DataGuard, Failsafe, Backup and Recovery, Recovery Manager (RMAN), and Data Corruption.
• Good knowledge of UNIX, Linux, and/or Windows operating systems.
• Excellent verbal and written communication skills in English.
• Strong analytical reasoning skills and lateral thinking capability.
• Excellent customer focus and customer handling skills.
• Willingness and availability to work on weekend shifts.

Nice-to-haves

• Experience with cloud technologies and services.
• Familiarity with Oracle products and services beyond GoldenGate and High Availability.
• Knowledge of scripting languages for automation.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short term disability and long term disability coverage.
• Life insurance and AD&D.
• Supplemental life insurance for employee, spouse, and child.
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Flexible vacation policy for salaried employees.
• Accrued vacation for hourly employees based on hours worked.
• 11 paid holidays annually.
• 72 hours of paid sick leave upon hire, refreshing each calendar year.
• Paid parental leave and adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner, and pet insurance.