Job Description

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.


Career Level - IC3



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.


RESPONSIBILITIES:





To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model Provide expert-level troubleshooting and technical support for Oracle's Big Data Service (BDS) , DFS, DIS, Data Catalog, and associated cloud services Diagnose and resolve complex issues across the Hadoop ecosystem (e.g., HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie) Manage cluster configurations, upgrades, patches, and installations using tools like Ambari Support real-time data processing frameworks (Kafka, Flink) and ETL pipelines (ODI, Informatica) Collaborate with OCI platform teams to support secure and scalable AI/ML data workflows Engage in hands-on support for agentic frameworks (LangChain, Semantic Kernel, CrewAI) and RAG-based systems Interact regularly with customers, build technical documentation, and contribute to knowledge sharing Collaborate cross-functionally with product engineering, infrastructure, and cloud ops teams for holistic support delivery
Qualifications


Bachelor's degree in Computer Science, Engineering, or a related technical field 5+ years of proven experience supporting Oracle Big Data platforms including Oracle's Big Data Service (BDS) , DFS, DIS, Data Catalog, and Oracle Cloud Infrastructure (OCI) Strong expertise in Hadoop ecosystem: HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie, Ranger, Kerberos Experience in Linux OS administration, networking, TLS/SSL, and SSO integration Experience with data integration tools (ODI/Informatica) and cloud data sources (FusionApps/BICC, Snowflake) Hands-on experience with LLMs, agentic frameworks (LangChain, Semantic Kernel, CrewAI), RAG pipelines, and vector databases (FAISS, Pinecone, Weaviate) Proficiency in Python and Shell scripting
Skills & Competencies


Deep understanding of Oracle's Big Data Service (BDS) , Data Flow Service (DFS), Data Integration Service(DIS), Data Catalog architecture and operations Cluster administration using Ambari and troubleshooting across the Cloudera stack Real-time processing using Kafka, Flink AI/ML workflow support, including OCI Gen AI services and integration of agentic pipelines Working knowledge of cloud services, networking, system-level security, and distributed architectures Experience supporting multi-tier enterprise applications
Personal Competencies





Strong customer focus with ability to handle escalations and technical deep dives Structured problem-solving mindset Self-motivated with a continuous learning attitude Excellent communication, documentation, and global collaboration skills * Results-oriented with a passion for service quality and technical excellence