As a support engineer, you will be the technical interface to customers, for resolution of problems related to the operation, 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 mínimal 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.
product or technical expertise relevant to practice focus.
knowledge/experience with the oracle communications acme elements such as sbc, sr, ocom and sdm.
ability to communicate effectively and build rapport with team members and clients.
spanish and english fluency.
must be capable to maintain business conversations written and spoken.
ability to travel as needed.
career level - ic3
*responsibilities*
- assist with the resolution of a wide range of network faults, including performance metrics and call processing related issues.
- generate documentation such as test plans/reports, feature analysis based on testing, deployment guides for code/configuration changes, mop's, atp's, etc.
- deliver advanced analysis of platform kpis and statistics in order to generate trend reports and identify potential issues or threats to the oracle platforms.
- follow up and update technical tickets srs at my oracle support on customer ´s behalf.
- assist to customer in preparation of maintenance windows execution: knowledge transfer regard the activities to be executed, prepare customer documentation, identify risks and potential impacts and prepare contingency plans.attend emergency calls 24/7 to support and evaluate operational problems, issues, analyze, perform workaround or solution on short term proposals.
*skills and background:
- bachelor of science degree in computer science, electrical engineering, or similar field.
- 3 or more years of hands-on experience for it / telecommunications industry.
- hands-on experience with oracle sbc, sdm, ocom, eom nodes and monitoring system(s).
- knowledge en expertise on sip protocol
- knowledge of sip standards, control plane network architecture, and call flows to assist with core network support review.
- desirable knowledge on linux/unix.
- confident to deal with customer incidents and issues on demand.
- willing to attend and support maintenance window by week (on site or remotely).
- willing to do domestic and international travel on short notice up to 20% of time.
- spanish speaker with effective written and verbal communication skills.
- fluent english speaking and writing required.
- willing to attend duty shifts of 24 x 7 on-call support on a rotational basis.