Senior Technical Support Engineer

Oracle Cloud Infrastructure combines the elasticity and utility of a public cloud with the granular control, security, and predictability of on-premises infrastructure to deliver high-performance, high availability and cost-effective infrastructure services.

This job is about supporting Oracle Linux and Virtualization mainly on Oracle's Cloud Infrastructure (OCI/OCI-C) covering also IaaS, PaaS, SaaS, Engineered Systems and Cloud at Customer.

This position is for remote customer support of Oracle Linux (https://www.oracle.com/linux) and Virtualization (https://www.oracle.com/virtualization) products in the Oracle Cloud (https://cloud.oracle.com/iaas) and on-premise at customers' locations. The team’s main responsibility is to diagnose, debug and resolve customer reported issues on the Oracle Linux and Virtualization suite of products, working in partnership with the Cloud Operations team, customers, other support teams and developers. The team members continually exercise and grow diverse skills as they deliver the highest quality support possible to customers.

(**The role may require working in rotational shifts (night and day, early and late), including on weekends and public holidays (weekend/holiday shift premium allowance may be offered) with shifted week/weekend schemes.**)

Work location is Dublin, Ireland

Career Level - IC3

• Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue
• Provide telephone and email support to internal and external customers
• Perform efficient incident management while maintaining metric quotas
• Understand and assess customer-reported issues to determine prioritization
• Serve as an internal knowledge resource for other members of the Fusion Human Capital Management (HCM) team
• Utilize knowledge of technologies to make solution recommendations
• Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed
• Act as a liaison between customers, R&D, Production, Consultants, and QA, etc.
• Manage and ensure documentation of assigned incidents, including internal and external communications
• Learn, understand, maintain and contribute to internal support processes
• Analyze, develop, and improve internal processes
• Maintain strong adherence to Service Level Agreements
• Participate in special projects, as assigned
 

RequirementRequired Qualifications/Skills

• 3+ years of relevant industry work experience


• Caring attitude


• Good customer interaction and communication skills.


• Strong listening skills.


• Strong analytical and troubleshooting skills


• Strong written and verbal communication skills in English


• Customer focused with a pro-active and responsive approach


• Self-learning


• Knowledge of Oracle Linux, RedHat, CentOS, SUSE/SLES, Ubuntu and/or other Linux platforms


• Experience managing and troubleshooting Linux servers in production settings


• Good knowledge of Linux networking (network services, samba, NFS, SSH, NTP, configuration, bonding, VLANs, tuning, general diagnostics)


• Good system diagnosis skills (kdump, vmstat, sar, iostat, mpstat, loadavg, /proc filesystem)


• Familiarity with systemd, kernel modules, sudo, user management


• General exposure to Linux storage components (mpath/multipathing, md, LVM, filesystems)


• Linux package management (rpm, yum/dnf)

Additional Qualifications/Skills

• Empathic awareness


• Good negotiation skills


• Ability to express and describe complex situations in a simple and effective way


• Ability to summarize a detailed conversation in a brief and clear way


• Decision making in ambiguous situations


• Excellent system-level debugging skills (dtrace, systemtap, BPF, module debugging, debugfs, sysfs, vmcore analysis)


• Excellent knowledge of the Linux OS internals (syscalls, kernel threads, memory management, slabcache, hugepages, OOM, run queues), particularly networking (sockets, buffers, windowing)


• Experience in diagnosing network configuration issues and network performance (ifconfig, ip, BPF, netstat, ss, TCP, UDP, tuning, routing, traceroute)


• Sound experience in network packet analysis and troubleshooting (tcpdump, wireshark etc.)


• Good exposure to Linux authentication (pam.d, openldap etc.)


• General Linux security awareness (SELinux)


• Knowledge and experience with DHCP, NAT, IPv6, Firewall technologies (iptables/firewalld/nftables)


• Knowledge of network routing protocols (e.g. BGP, RIPv2, OSPF)


• Experience with enterprise grade storage systems (SAN, NAS, RAID)


• Filesystem diagnosis and troubleshooting (ext4, btrfs, xfs, ocfs2 etc.)


• Experience with Linux storage management (dm, mpath, udev, LVM)


• Knowledge with XWindows, Linux desktop GUI (KDE, Gnome etc.)


• Linux printing (PPD, CUPS)


• Experience with Linux server clustering (Corosync/Pacemaker, RHCS, Oracle Clusterware)


• Experience with Virtualization and Cloud (Public or Private) Infrastructures


• Experience in Azure or AWS based Cloud Architecture and migration is a plus


• Experience working on remote management systems like ILOM, IMM, DRAC etc.


• Experience working in Linux containers (Docker, LXC, Kata) and orchestration technologies (Kubernetes) (Cloud Native)