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Job Description

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 involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Senior Systems Engineer, you will interface with the customers IT staff on a regular basis. Either at the clients site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracles core products, applications, and tools is important.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Responsibilities

Advanced Support Engineer - CSS

Are you a creative engineer who loves a challenge? Solve the complex puzzles you’ve been dreaming of as our Advanced Support Engineer. If you have a passion for innovation in tech, we want you on our team!

Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world.

Connected Customer Service Delivery is a Global Customer Support Delivery Org providing IT Monitoring and Management Services for customers. One of the key services supported is Oracle Advanced Management for Hybrid Cloud (AM4HC) and Advanced Monitoring & Resolution (AM&R) services where the delivery is provided remote and connected. We take responsibility for day to day operations and uptime, freeing our Customers to focus on user needs and their key strategic differentiators. One of the main pillar in the service is the people who is customer focused with highly skilled experts for Oracle hardware and software stack. Service is delivered 24x7 with a tiered support model and clear roles and responsibilities. The T3 Technology teams would be responsible for Incident, Problems and Change tickets while working them.

We’re looking for an experienced and self-motivated engineer with strong communications skills and experience in Oracle Database (DBA) technology (RDBMS / GI / RAC / ...) based in Madrid (Spain) and being European Union citizen. Join the team of highly skilled technical experts who build and maintain our clients’ technical landscapes through tailored support services. You will work closely with other teams and stakeholders involved in the service like Technical Leader (TL/PSE Primary Support Engineers) and TAM (Technical Account Managers) maintaining the customer environments at an optimal level of availaibility.

Why work at Oracle

• A competitive salary with exciting benefits

• Flexible and remote working

• Learning and development opportunities to advance your career

• An Employee Assistance Program to support your mental health

• Employee resource groups that champion our diverse communities

• Core benefits such as medical, life insurance, and access to retirement planning

• An inclusive culture that celebrates what makes you unique

What you’ll do

You’ll support the operation of infrastructure and platform deployments, delivering services that drive customer success and innovation.

• Provide production operation support for Oracle Database environments.

• Ensure operational stability of the customers’ environment by handling and documenting technical requirements for incidents, change requests, and proactive management tasks as required.

• Support the stability, availability, and performance of critical business systems

• Understand the customers technology requirements and the role our support plays in their success, managing Incidents, Problems and Changes tickets supporting it.

• Resolve tickets with expedience and diligence.

• Regular review and update of assigned Incident, Problem and Change tickets.

• Create, update and maintain knowledge articles, runbooks.

• Work closely with other T3 teams as required and communicate with other T3 teams to resolve technical challenges and to work issues to resolution: Ability to resolve, report, and identify technology specific issues.

• Provide 24x7 Support working on a shift service model 365x7x24 (three shifts per day, weekdays, weekends, and bank holidays) based on Madrid – Spain.

• Travel availability to other countries.

• Operate Exadata and other Oracle Infrastructure Platform products.

• Thorough understanding of the Oracle Database architecture.

• Analyze product problems to find resolutions

• Resolve new and complex issues, research technical enquiries, and handle user problems.

• Ability to communicate technical aspects to business and technical stakeholders. Spanish and English language is mandatory (Written and Verbal).

• Experience in remote services delivery.

• Experience in troubleshooting (Incident and Problem Management) using ticketing tools (Oracle Advance Support Portal) and My Oracle Support (MOS).

• Experience in Change Management Process (Recommend, justify, and implement the required changes).

We also use…

• Exadata (physical / virtualized) and Oracle Database Appliance (ODA)

• Oracle DBA and Oracle Secure Backup (OSB)

• Real Application Clusters and Grid Infrastructure

• Audit Vault / Database Vault / Data Masking

• Oracle Data Guard

• Oracle Recovery Manager (RMAN)

• Oracle Automatic Storage Management

• Oracle Golden Gate

• Oracle Enterprise Manager (OEM) and Grid Control

• Oracle Cloud Infrastructure (OCI)

At Oracle, we don’t just respect differences — we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. When everyone’s voice is heard and valued, we’re inspired to go beyond what’s been done before.

https://www.oracle.com/corporate/careers/diversity-inclusion/

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