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Oracle Technical Support Engineer (Middleware) - Corporate Architecture in Boston, Massachusetts

Job Description

The Program:

Our future success depends on hiring best-in-class, early in career talent who are looking to power next-generation services and solutions. We are hiring bachelor’s, master’s, or graduates with a diverse set of skills and experiences to work in and across multiple teams and programs within the Oracle Middleware team. Our program is intended to enhance your overall learning experience, help build your network, and accelerate your opportunity to make an impact.

The Team:

As a member of the Support organization your focus is to deliver post-sales support and solutions to 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 issues regarding the use and fixing of Oracle products. a main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle teams, such as Product Management, Sustaining Engineering, DevOps, Development, and Documentation on diverse customer situations and advanced issues.

The Company:

Oracle is the world’s leading provider of business software. With a presence in over 175 countries, we are one of the biggest technology companies on the planet. We're using innovative emerging technologies to tackle real-world problems today. From advancing energy efficiency to reimagining online commerce, the work we do is not only redefining the world of business—it's helping advance governments, power nonprofits, and giving billions of people the tools they need to outpace change. For more information about Oracle (NYSE:ORCL), visit us at oracle.com.

Responsibilities

What You’ll Do:

As a Technical Support Engineer, you will be the technical interface to customers for resolution of problems related to the installation, recommended maintenance, and use of Oracle products. Having some understanding of Cloud technologies, Machine Learning (ML), Artificial Intelligence (AI) is helpful. You should be able to complete assigned duties with direction from management. In this position, you will routinely act independently researching and developing solutions to customer issues and working in collaboration with other teams across Oracle.

Job duties are multifaceted and complex applying independent judgment. This position requires Bachelors degree in Computer Science, Management Information Systems, Mathematics, or other Engineering disciplines with a 3.0 GPA or higher.

Responsibilities:

As a Technical Support Engineer in Developer Tools Support Engineering, you will offer customer facing mission-critical technical support to assure the highest level of customer satisfaction. The main focus is to use automated technology and instrumentation to diagnose, document, and remotely resolve customer issues. You will be a member of the technical problem solving and avoidance team, routinely sought after to address complex critical customer issues.

  • Communicate with customers via telephone, written correspondence, and electronic services regarding finding solutions for technical problems as presented in Service Requests.

  • Manage customer expectations and ensure timely delivery of high-quality resolution of technical issue focusing on root cause analysis and prevention.

  • Educate and walk the customer through the problem-solving process.

  • Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that align with Support processes, policies & SLAs.

  • Collaborate on cross-team and cross-product technical issues by working with resources from other groups.

  • Contribute written articles to Oracle’s Solution Knowledge base.

What You'll Bring (Objective Minimum Qualifications):

To be considered for a Technical Support Engineer position, you must possess the Objective Minimum Qualifications (OMQs) below. Please ensure that your application clearly indicates that you meet these OMQs , either on your resume and/or by uploading additional documents such as a transcript.

  • Have at least a Bachelor’s degree in Computer Science, Computer Engineering, or an equivalent science and/or engineering field by August 2024 .

  • Familiarity with Cloud computing platforms; Machine Learning (ML) and Artificial Intelligence (AI)

  • Software programming concepts and exposure to languages; Python, C/C++, Java, SQL, XML, JSON, HTML, JavaScript, Shell Scripting, and J2EE Standards

  • Knowledge of Linux, Windows, MacOS, and Network Architecture

  • Able to work independently and as part of a team

  • Able to prioritize and manage multiple tasks

  • Have completed at least one internship, research assistantship, teaching assistantship, or equivalent practical experience working with the relevant technical areas noted above.

  • Reside in the United States and/or attend a university in the US.

  • Able to obtain work authorization in the US in 2024.

Preferred Qualifications:

  • Knowledge and understanding of Containers; Kubernetes and Dockers

  • Familiarity with Oracle Cloud Infrastructure (OCI), AWS, Microsoft Azure, Cloud Foundry, Salesforce, etc.

  • Exposure to Big Data, Analytics, Large Language Models, Database architecture

Customer Management:

  • Strong presentation and written communication skills

  • Excellent problem-solving skills

  • Ability to understand customer issues and provide technical solutions in a timely manner

  • Assess customer urgency and prioritize critical issues

Does this sound like you? If so, we hope to meet you!

Life at Oracle and Equal Opportunity

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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 $21.92 to $42.93 per hour; from $45,600 to $89,300 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

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.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

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

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