北京招聘

职位描述：
Cloud Compute Senior Support Analyst
Preferred Qualifications
Responsibilities:

? To manage and resolve Service Requests logged by customers (internal and external) on Oracle Cloud products and contribute to proactive support activities according to product support strategy and model
? Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
? Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
? Contributing to Knowledge Management content creation and maintenance
? Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
? Operating within Oracle business processes and procedures
? Respond and resolve customer issues within Key Performance Indicator targets
? Maintaining product expertise within the team
? Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product

Required Skills:

? At least 3 years of technical and support experience around Oracle Public Cloud or solutions from other providers, such as Amazon Web Services, Microsoft Azure etc. in the IaaS area
? Knowledge of Cloud Technologies: Virtualization (Xen); Elastic Computing; Networking; Storage; Configuration Management tools – Chef, Puppet, Ansible; Containers – Docker, Linux containers/LXC, Solaris Zones, Swarm, Kubernets, Mesos
? Good understanding of the cloud stack (IaaS, PaaS, SaaS) model with modern terminology and relevance
? Strong architectural concepts around Cloud Computing and base Software Development
? Having Linux experience (preferred OS admin certified background – RHCP), Windows experience is a plus
? Java / J2EE, JSON, Python, PHP, Scripting experience, Big Data (Hadoop, Spark, Zookeeper) is a plus
? Strong virtualization experience: Hypervisors, Bare Metal, KVM, Virtual Box, VMWare, Hyper-V
? Strong storage protocols experience: Fiber Channel, SAN, NAS, storage pools, etc
? Experience with firewalls, routing, IP classes, sockets, packet analysis, network troubleshooting, OSI layer – especially level 3 protocols
? Oracle Database administration knowledge will also be a plus
? Excellent communication skills

Desired Skills:

? Willingness to learn new Oracle technologies and solutions (networking, storage and computing)
? CCNA/ CCNP certifications should be a plus
Detailed Description and Job Requirements
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 Support Engineer, 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Job
: Product Support
Location
: Beijing, China.
Job Type
: Regular Employee Hire
Organization
: Oracle 举报 分享

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn