Sr Support Engineer

Position SummaryWe are growing our team of engineers at Rimini Street and are seeking Technical Support Engineers with deep experience across Oracle's Fusion Middleware products to join our global support team.The role of Senior Support Engineer - Oracle Middleware is to provide exceptional remote-based support for mission-critical systems utilising Oracle WebLogic and other Oracle Fusion Middleware solutions, as part of our global customer support team.The position has the responsibility for researching, troubleshooting issues, support of architectural & performance related improvements, and fault corrections, across varied environments from on-premise to cloud.The role requires the expertise and skills to debug, correctly diagnose, and resolve serious issues for complex, integrated platforms in a timely manner. Many of these environments will be configured for high availability, or high-volume mission critical applications.Essential Duties & Responsibilities

• Solve complex customer issues using methodical troubleshooting based on expert knowledge in one or more of the following areas (with Application Server / Java products as mandatory)
• Application Server and Java: Oracle WebLogic Server (WLS), Application Server (OAS), Java, Coherence, HTTP Server (OHS)
• Integration and Process Management: Oracle SOA Suite, Service Bus (OSB), BPM, B2B, Data Integrator (ODI), SOAP, REST, XML, etc.
• Portal / Content Management: Oracle WebCenter, Universal Content Management (UCM), Imaging
• Business Intelligence: Oracle Business Intelligence (OBIEE), Discoverer, BI Publisher
• Identity Management: Oracle Identity Manager (OIM), Internet Directory (OID), Access Manager (OAM), Web Services Manager (OWSM)
• Application Development: Oracle Application Development Framework (ADF), JDeveloper, Forms and Reports
• Security: LDAP, SSL, TLS, MFA, etc.
• Work closely with customers to understand their needs, support business change and deliver a consistently high-quality customer experience
• Provide remote-based production operational support & guidance for multiple clients that are using (any of) the above products, across physical, virtual, and/or Cloud environments.
• Have expert level knowledge of the UNIX/Linux and Windows operating systems.
• Support client configuration, sharing implementation and best practice advice.
• Understand and resolve complex application security issues and upgrades with Java and TLS.
• Be able to support High Profile accounts as a single point of client contact and advisor as may be required
• Be a pro-active contributor to a 24x7x365 running support organization, and where required work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
• Collaborate with team members in a virtual team environment to extend field experience to different client situations
• Be a single point for timely and effective progress of all related cases / additional requests of key assigned clients
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
• Be able to work effectively under remote supervision
• Other job-related duties and responsibilities may be assigned from time to time.

Education

• Bachelor Degree in Computer Science or related field or equivalent experience

Experience

• 10+ years demonstrable experience in administration, architecture, installation, migration, patching and upgrade, configuration, performance tuning, health checks, clustering/high-availability deployment, security, storage, monitoring, and troubleshooting in one or more of the Oracle Fusion Middleware products and related technologies listed above.
• Primary experience with 11g and 12c versions of the aforementioned products, but ideally also experience with 10g and 14c.
• Advanced knowledge in Unix/Linux and/or Windows system administration.
• Advanced knowledge in networking, security, virtualisation/cloud, and storage administration.
• Advanced proficiency in scripting and automation, including Unix, SQL, shell, batch, Python/Perl/etc.
• Knowledge and experience with databases (e.g. Oracle Database), from an integration, repository management, and development perspective.

Skills

• Superb troubleshooting skills and tenacity in problem solving
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
• Deep knowledge of product customization/extension methodologies
• Deep knowledge of product integration
• Experience with OS utilities like vmstat, top, iotop, sar, netstat, strace, iostat, tcpdump, wireshark
• Excellent interpersonal, presentation and communication skills – verbal & written
• Attention to detail and the ability to learn quickly
• Extreme focus on Client satisfaction
• Ability to work calmly and professionally in high pressure situations
• The ability to work remotely from a home-based office in a virtual environment

Technical Skills

• Software Administration
• Software Configuration
• Software Installation
• Software Upgrade/Migration
• Systems Integration
• Linux / Unix
• Microsoft Windows
• Patch Management
• Performance Tuning
• Root Cause Analysis
• Security
• Networking

Desired Qualifications

• Fluency in a language other than English (ideally Japanese), while not mandatory, would be useful
• A consulting background, while not mandatory, would be useful

Job Type: Contract

Contract length: 12 months

Pay: RM2, RM11,519.76 per month

Work Location: In person