Senior Support Engineer I– Oracle Exadata Cloud Services
Shift: US Hours – 9 A.M to 6 PM PST, w/ flexibility to cover nights/weekends as required Eligibility: Due to client requirements, candidates must be U.S. Citizens
About the Role
As a Senior Support Engineer 1 in Oracle’s Support organization, you’ll be at the forefront of solving some of our most complex customer challenges using Automation and Artificial Intelligence (AI) tools. Your role will be to participate in the development and application of automated tools, diagnostics, and instrumentation to identify and resolve issues faster. This includes scripting of tools to parse logfiles to narrow down the source of problems, and match to known issues. It also involves training large language models (LLMs) to quickly and interactively resolve customer issues through interpretation of customer questions and issues, and mining Oracle’s documentation, knowledge base and other trusted information sources to identify answers and solutions. Strong Collaboration with partner teams in our Development and Operations teams is also required.
This must be done in the context of working directly with customers to solve their issues. Acting as both a trusted advisor and technical expert, you’ll ensure our customers receive world-class post-sales support, while also serving as a strong advocate for their needs. This is a hands-on, high-impact role where you’ll be called upon to troubleshoot, innovate, and guide customers through critical issues—helping them achieve success on some of Oracle’s most powerful technologies. When known solutions are identified, you will be tasked to ensure these known issues can be matched to future customer problems through the use of AI training and other scripting and automation tools. When new solutions are found, you will be expected to participate in a post-mortem to document these solutions in a way that will facilitate rediscovery via AI and Automation.
What You’ll Do
- Balance proactive problem avoidance, automation and knowledge creation with reactive troubleshooting to ensure the highest levels of customer satisfaction.
- Serve as a primary point of contact for customer inquiries, both technical and non-technical, providing expert troubleshooting, problem resolution, and strategic advice.
- Deliver deep technical expertise on Oracle Exadata Cloud Services (ExaCC / ExaCS) implementations and administration.
- Collaborate with customers through remote and on-site engagements, providing guidance that improves performance, stability, and scalability.
- Partner with internal teams, mentoring colleagues, and contributing to Oracle’s growing knowledge base to drive innovation and continuous improvement.
- Document solutions, identify and implement automation opportunities and train AI Models to find solutions faster
What You Bring
Passion and knowledge to prevent issues and reduce issue resolution times through documentation, automation and AI model training.
7+ years with Oracle Core products or 8+ years with Applications products.
Hands-on experience with Exadata implementations and large-scale database management systems, including setup, configuration and patching of systems.
- Familiarity with OEDA deployment tools,
- Expert-level, hands-on leadership of Exadata implementations and large database management systems.
- Deep experience operating large-scale Oracle database environments (multi-terabyte/petabyte), including performance engineering, automation, observability, backup/recovery, and zero-downtime upgrades.
Hands-on experience with Oracle Cloud Infrastructure and other hyperscalers in the cloud,
- This should include Cloud Tooling and agent knowledge,
- Understanding of the Cloud architecture and roles/responsibilities for co-managed services.
- Familiarity with various migration strategies for moving to the cloud – i.e ZDM (Zero Downtime Migration), Oracle GoldenGate, DataGuard, or IMPDP
Expert level knowledge of ASM and RAC architectures, clustering technologies, and Oracle database features
- In-Depth knowledge of Clustering Technologies (Oracle Clusterware/Grid Infrastructure)
- Experience with end-to-end Database Performance tuning, patching and maintenance and backup and recovery strategies
Proficiency in Unix, Linux, and/or Windows operating systems.
Programming and troubleshooting skills in C, C++, Java, Python, Apex etc. (additional scripting/automation experience is a plus).
Hardware debugging and Oracle diagnostic tool expertise, including tools such as Autonomous Health Framework and DBaasDiag.
Ability to think proactively, and apply new processes as they become available, or to come up with new processes where appropriate.
Ability to conduct post-mortems on new problems and use evidence from new problems to create rediscovery methods to speed up and automate future problem resolution.
A Bachelor’s degree in Computer Science, MIS, Engineering, or related field (or equivalent professional/technical experience).
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 in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 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:
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- 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.
- 11 paid holidays
- 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.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- 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.
Career Level - IC4