Oracle Technical Analyst 3-Support in Mexico DF, Mexico
Technical Analyst 3-Support
Communications GBU Network TSC is the systems support group that provides support to the global customers in resolving their systems related to both hardware and software issues. This position is for Weekend Support of Oracle ACME Packet Session Border Controller, Tekelec Eagle STP, or Oracle Communications Diameter Signaling Router (DSR) product support (Post sales).
Open and track trouble tickets through problem resolution, and provide summary reports to customers.
Analyze problem reports, replicate customer network environment and reproduce customer problems in our lab to troubleshoot technical issues.
Escalate issues into the Engineering organization as required.
Be able to work and promote healthy team environment
Participate in "on call" rotation required
BE or BS Electrical and Telecommunication /Computer Science/Management Information Systems/Science/ Engineering
Must be familiar with LAN/WAN data networking architectures and routing protocols
Demonstrated experience in one or more of these protocols (SIP, H323, MGCP, RTP/RTCP, TCP, UPD or Diameter)
Security (TLS, SRTP or IPEC)
Proven track record in troubleshooting customer issues
Excellent verbal and written English language communication skills
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 Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
Location: MX-MX,Mexico-Mexico DF
Job Type: Regular Employee Hire