Senior Support Engineer - SOA Middleware

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

• Minimum of 4 years software support/ customer service experience with products on Unix (Solaris, AIX, Linux, or HPUX) and Windows platforms
• Proven working experience in the following areas is a must:

Web servers and application servers ( ORACLE Weblogic, IBM Websphere, IIS, Apache, Jboss, Tomcat)

Java coding / J2EE/ Web services / Eclips

RDBMS (ORACLE)
• Working knowledge of ORACLE SOA products (BPEL, BPM, OESB, OSB etc.) is considered a major plus
SKILLS:
• Advanced troubleshooting skills in all areas above.
• Ability to troubleshoot issues involving platform performance under load.
• Excellent verbal and written communication skills in English.
• Ability to read and interpret stack traces and troubleshoot issues involving system and process crash events.
• Ability to read and analyze network trace data in detail to understand and resolve inter server communication issues.
• Advanced customer support and communications skills.
• Ability to read and interpret programming languages at a code level (especially Java).
• Ability to learn new technologies quickly.
• Demonstrate strong troubleshooting and analytical problem solving skills.
• Able to multi-task and manage multiple technical issues reported by customers

EDUCATION:

BS Degree in Computer Sciences or equivalent work experience.

Oracle provides the world's most complete, open, and integrated business software and hardware systems.
The Customer Support – Fusion Middleware SOA organization provides technical assistance for all ORACLE SOA suite products, to customers, partners, consultants and sales engineers, who are developing / running in production applications using the ORACLE SOA suite products.

Support Engineer will be responsible for the highest order of technical and political escalations in support.
DUTIES & RESPONSIBILITIES:
• Provide customer and systems support of SOA suite software and systems.
• Troubleshoot and analyze databases, application servers and new technologies, with a focus on web servers and application servers (ORACLE Weblogic, IBM Websphere, IIS, Apache, JBoss, Tomcat), Windows and Unix system administration (Solaris, AIX, Linux, HP-UX), and Java Application Programming Interfaces (API’s).
• Interact with customers, partners, and software developers to provide technical advice and assistance.
• Work with Sustaining Engineering in prioritizing and resolving issues of the highest technical and political severity.
• Have the ability to analyze and resolve issues at the code level.
• Prepare other support engineers for support of newly released products.
• Identify and document product defects for Development Engineering and Sustaining Engineering.
• Review design specifications and external technical publications and provide feedback for product and document improvement.