OCI Cloud Support Engineer - Networking

Job Description

PLEASE NOTE: Job Locations for this position are Nashua-NH, Austin-TX, Broomfield-CO, Nashville-TN.

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 entails addressing post-sales non-technical inquiries via phone, tickets, and electronic channels, as well as tackling technical questions related to the utilization and troubleshooting of our Electronic Support Services. Serving as a key point of contact for our customers, you will play a pivotal role in nurturing customer relationships with Support and offering guidance to internal Oracle personnel on a wide array of customer situations and intensified issues. In addition to resolving specific customer issues, our team also works closely with service owners to identify and drive resolution to any large-scale issue that may have a broader impact within Oracle.

The ideal candidate will exhibit a customer-centric attitude and actively pursue technical challenges daily. Our Technical Support Engineer team is available round-the-clock, 365 days a year, to provide technical assistance. This position presents an exhilarating chance to create a significant difference by connecting public and private sectors, instigating positive transformation, and playing a role in advancing our mission.

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. Understand 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. This job may require working on projects and while continuously staying up to date with industry trends.

Must be a U.S. Citizen or Permanent Resident of the United States.

Visa sponsorship is not available for this role.

Career Level - IC3

Responsibilities

. Required Skills:

• Networking Fundamentals: A solid understanding of networking principles, including OSI model, BGP, NICs, TCP/IP, DNS, DHCP, VLANs, subnetting, and routing is essential.

• Networking services: Familiarity with services such as VCNs (Virtual Cloud Networks), subnets, security lists, internet gateways, route tables, VPN, load balancers, WAF (Web Application Firewall), Network Firewall, and DNS services.

• Network Security: Understanding of network security concepts and hands-on experience with implementing security controls such as firewalls, network access control lists (NACLs), security groups, and VPN configurations.

• Proficient in reading, parsing, and comprehending logs, which encompass Lumberjack, TCP Dump, Wireshark, Netstat, Iperf, ICMP, Curl, and VPN logs.

• Troubleshooting Skills: Ability to diagnose and resolve network-related issues effectively, including packet analysis, tracing routes, identifying misconfigurations, and solve connectivity problems.

• Collaboration and Communication: Superb communication skills to interact with multi-functional teams, articulate technical concepts to non-technical collaborators, and collaborate effectively in a fast-paced environment.

• Customer Service Orientation: Ability to provide timely and effective support to customers, understand their requirements, and deliver solutions that meet their needs while adhering to service level agreements (SLAs).

• Documentation: Ability to document network configurations, procedures, and troubleshooting steps accurately.

• Great Teammate: Capability to work multi-functionally within a team environment, share knowledge, mentor junior team members, and contribute to the overall success of the networking support team.

Preferred Skills

• Scripting and Automation: Familiarity with scripting languages like Python, API, CLI, shell scripting, or PowerShell to automate repetitive tasks, streamline processes, and enhance operational efficiency.

• Experience with Monitoring and Logging Tools: Familiarity in using monitoring and logging tools such as CloudWatch, Grafana, or third-party tools to monitor network performance, detect anomalies, and solve issues proactively.

• Project Management Skills: Basic project management skills to plan, complete, and manage networking projects effectively, including requirements gathering, resource allocation, scheduling, and progress tracking.

• Relevant certifications from networking vendors such as Cisco (CCNA, CCNP, CCIE), Juniper (JNCIA, JNCIS, JNCIE), Palo Alto Networks (PCNSA, PCNSE), or others, demonstrating expertise in specific networking technologies and products.

• Experience with advanced networking protocols such as BGP (Border Gateway Protocol), OSPF (Open Shortest Path First), MPLS (Multiprotocol Label Switching), and others relevant to the organization's network architecture. Experience

General

• Good written and verbal English communication skills

• Effectively communicate with people on both a technical and non-technical level

• Ability to work with a global, remote workforce.

• Self-motivated professional with the ability to work in a pressured production environment while not compromising on the quality of the service provided.

• A focus on customer service / satisfaction.

Specific

• Bachelor's degree in Computer Science, MIS or relevant work experience.

• 4+ years' experience in Infrastructure or related field.

• Experience supporting network and network security technologies, including:

• Protocols such as BGP/OSPF/IS-IS, TCP, IPv4, IPv6, VxLAN, DNS, DHCP, MPLS, SSL

• SDWAN

• Routers and switches such as Cisco Nexus, Juniper MX, and Arista

• Firewalls such as Fortinet, Juniper, and Palo Alto

• Load balancers such as F5

• In-depth knowledge of routing and switching

• Experience performing regular capacity management functions for network and security components.

• Demonstrated ability to quickly solve network and network security problems to root cause, to restore service and to identify long term corrective and preventative actions.

• Work jointly with automation and monitoring teams to develop service-based monitoring metrics for security and routing functions.

Career Level - IC3

Must be a U.S. Citizen or Permanent Resident of the United States.

Visa sponsorship is not available for this role.

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 $21.59 to $60.63 per hour; from $44,900 to $126,100 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

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

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Disclaimer:

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