Overall Objective/Purpose

As a support analyst of the Oracle Linux and Oracle VM support team, provide global technical support assistance to a range of external customers as they build mission-critical applications on top of Oracle Linux and/or Oracle VM. It is essential for the analyst in this position to be capable of providing sufficient support to customers in a timely manner.
- Lead other support analysts responsible for Oracle Linux and Oracle VM .
- Be an interface between sales/account managers and customers to discuss  plans to resolve customers' issues.
- Drive projects that improve support-related processes and our customers’ technical support experience.
- Work directly with other internal engineering teams to ensure a high quality, fast resolution, and excellent customer experience

Main Duties
- Handle service tickets from customers about Oracle Linux and Oracle VM products.
- Monitor team's service tickets and respond to them if needed.
- Propose training plans for team members by assessing daily work.
- Analyze software defects and communicate with our engineering team regarding them.
- Receive escalation requests and discuss countermeasures with customers.

Qualifications & Skills Requirement
- Oracle Linux/RedHat Enterprise Linux administration skill/knowledge
- Xen tools/environment skill/knowledge
- C/Python programming skill/experience
- Crash/vmcore analysis experience
- InfiniBand, storage, and network knowledge are pluses

Requirement
1. 3+ years of software development experience
2. 2+ years in Linux software development
3. Previous experience working in a team environment
4. Experienced in respective Linux sub systems or packages (e.g. glibc, utilities like zip, unzip, boot scripts, boot loader, gtk libraries, programming languages such as perl, python, php, c, c++. Installation scripts, networking tools, daemons such as apache, cron, and shell scripting experience)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 Sr. Support Engineer, 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. Have an understanding of 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.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)