Principal Escalation Engineer (JoinOCI-CustomerOps)

Oracle   •  

Seattle, WA

Industry: Telecommunications


5 - 7 years

Posted 29 days ago

Senior Escalation EngineerDo you enjoy working in a fast-paced environment tackling a variety of important and challenging technical issues? Are you passionate about being a leader and motivator in a high-performing team that solving complex problems at-scale? We’re looking for talented engineers focused on resolving customers’ most significant challenges in cloud success to join our dynamic Oracle Cloud Operations team!
This is a unique opportunity to work in a team of high potential, senior level engineers in solving difficult problems across the Oracle Cloud Infrastructure, while keeping key stakeholders and customers informed on the latest status. We’re seeking engineers who are:
• Focused on delivering results while building the Oracle Cloud brand• Energetic and passionate about the customer experience• Collaborative in partnering with teams across Oracle on projects and large strategic initiatives• Motivated to be resourceful, innovative and entrepreneurial• Humble and committed to always improving
This position is full time, reports to the Sr. Director of Escalations, in Cloud Operations, and located in the United States (Seattle area, preferred).
Job ResponsibilitiesWork within a high-performing team in solving complex problems cloud customers face at-scale. The Cloud Operations Group escalation team provides just-in-time action for customers who have faced operational and support challenges that have visibility at Oracle’s executive tier. Ultimately, an engineer in this team is focused on enabling Oracle support to quickly resolve customer issues through sharing best practices, training, and tooling. Keep key stakeholders and customers informed with valuable updates where sound business decisions can be made.
• Have the aptitude to uncover, suggest and even design or prototype Automation and Tooling opportunities• Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction by being a trusted advisor • Act on behalf of the customer as their cloud operations team, partnering with engineering, platform operations and customer service teams to restore customer availability• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.• Focus on customer restoration and communication during service impacting events• Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way• Address support requests that are escalated to our team from partners within the company• Continually improve team skillsets through live experience and training Technical / Core Requirements: • B.S. in Computer Science or related field preferred, or at least 10 years’ industry experience• Detailed (mastery) level experience in at least 2 essential cloud computing technical areas:o Virtualization & Compute, including hypervisors (VMWare, Hyper-V, Xen or others)o Storage and storage subsystems (SAN, iSCSI, or others)o Networking (Cisco, Juniper, or others)o Application Development (Java, .Net, Python, or others)o DevOps (Chef/Puppet, Jira/TFS, or others)o Operating Systems (Linux variants, Windows)o Performance investigation & triage (Browser, thick client)• Discipline in managing customers’ expectations throughout the escalation process, including strong written and verbal communication skills.• Comfortable in high pressure situations• Customer obsessed and passionate in delighting customers• Strong understanding of Cloud concepts and platforms• Experience in Cloud technical support and operations• Proven ability to quickly learn new technical domain, then train others teams
Highly desired technical skills•Strong system administration and operations experience in Oracle Linux (or comparable Linux distribution)•Detailed technical knowledge of scripting platforms (bash, ksh, PowerShell, etc)•Experience with database platforms and data-driven technologies (Oracle PL/SQL, Microsoft SQL Server or others)•Experience in one of the following technologies: Javascript, NodeJS, ASP.Net, C#, PowerShell, Java, Python, Perl or equivalent

Detailed Description and Job Requirements

Analyze, design develop, troubleshoot and debug software programs for commercial or end user applications. Writes code, completes programming and performs testing and debugging of applications.

As a member of the software engineering division, you will analyze and integrate external customer specifications. Specify, design and implement modest changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.

Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MSdegree or equivalent experience relevant to functional area. 7 years of software engineering or related experience.