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.

 

Responsibilities:

Participate in service delivery, ensuring adherence to internal methodologies and quality standards. Identify required or recommended actions for customer systems based on best practices, delivery methodologies, and tools. Escalate customer issues to the Technical Account Manager when necessary. Provide recommendations related to technical competency areas. Propose enhancements to existing delivery methodologies and tools to accommodate new products or services. Contribute to the testing and validation of tools used for service delivery. Provide technical support to Technical Account Managers. Maintain close collaboration with the Database International community of Advanced Support Engineers (ASEs).

Profile:

Bachelor’s degree in Computer Science, Engineering, or equivalent experience preferred. Over 8 years of experience as an Oracle DBA in production systems, supporting critical environments. Oracle certifications are advantageous. Knowledge of cloud environments (any vendor) and Oracle Cloud Solutions is a plus. Experience with Oracle Engineered Systems. Experience with Oracle GoldenGate. Extensive experience with Oracle Database, specifically in the following areas: Troubleshooting Performance tuning High Availability: EXADATA, RAC, CRS, ASM, Dataguard Backup and recovery projects (RMAN and ZDLRA are a plus) Additional beneficial experience/knowledge includes: Migrations Operating systems administration (Oracle Enterprise Linux, Red Hat Linux, or any enterprise-level Unix/Linux distribution) Virtualization solutions (Oracle OVM, VMware, etc.) Security products Fluency in English and Turkish is required. Willingness to travel. Availability for on-call and out-of-hours support when needed.

Personal Competencies:

Customer-centric approach Strong teamwork skills Self-motivated and resourceful Excellent verbal and written communication skills, effective at all levels and under pressure Proficient in presenting technical findings to customers, including high-level executives Strong presentation skills Ability to work independently and take the initiative Demonstrated ability to take ownership and responsibility

Career Level - IC4