Principal Technical Support Engineer 4 - ZFS Storage - Oracle

**Job Description** As a Principal Support Engineer within the ZFS support organization you will be the technical expert and primary point of contact for the customer. You will work with the customer to address technical questions, troubleshoot issues, and resolve inquiries on the ZFSSA / ZS Cloud OCI products while facilitating effective and timely communication toward an expeditious resolution. Always maintain a high level of professionalism and business acumen as you facilitate the customers relationship with the support organization, while also providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. **Technical Expertise:** A candidate for consideration should have experience and a good understanding in the following areas: Storage: + Storage protocols: iSCSI, Fibre-Channel, SCSI, SATA, SSD, NVMe, NDMP, etc. + Storage concepts: NAS, (RAID) topologies, HDD, SSD, Block Device, Remote Replication, File Encryption, File Retention, Pooled Storage, Snapshots, High Availability, Cluster, Shadow Migration, ZFS, etc. + Hands-on experience with: Installation, upgrading and troubleshooting (performance, multiple disk drive failures, system hang / panic, etc.) NAS and other data storage environments. An existing knowledge of the ZFS Storage Appliance hardware architecture, and ZFS concepts (zpool, filesystems, file permissions, etc.) is a plus. + Cloud Storage: Oracle Cloud / Oracle Cloud Infrastructure (OCI) and / or experience with other cloud vendor solution. + Certification: Storage product certification is an advantage. Network: + Networking concepts and topologies: OSI Model, hybrid, mesh, hub-and-spoke, etc. + Network protocols: Ethernet, Infiniband, TCP/IP, NFS, dNFS, SMB, LDAP, DNS + Hands on experience with: Infiniband, network routing, network switches, VLAN, LACP, IPMP, Network Security, etc. + Experience with industry standard tools to troubleshoot and diagnose network connectivity and performance problems: traceroute, tcpdump, packet analyzers, etc. + Certification: Cisco Certified Network Associate (CCNA) and/or any other network certification. Operating Systems: + Solaris, Oracle Linux, LINUX, UNIX, Microsoft Windows Server. + Hands-on-experience with: Active Directory server and related environment. Knowledge of Solaris internals and concepts such as Kernel, threads, stack, locking mechanisms, scheduling and memory management are a plus. + Ability to write and understand shell script and/or C. Soft Skills: + Skills in troubleshooting, and problem resolution. + Good customer interaction and organizational skills. + Good verbal and written English Language communication skills. Career Level - IC4 **Responsibilities** Job responsibilities for this role are varied, complex and often require utilizing independent judgement. Some responsibilities of the Principal Support Engineer are: - Remote technical support using phone, email, and web applications technologies. - Technical support to include problem isolation, troubleshooting, and resolution of hardware and software for the ZFSSA storage and ZS OCI cloud product. May also require systems level troubleshooting skills and or system administration skills (Solaris, Windows, Linux, etc.) of networked clients that are interconnected to the ZFSSA and/or ZS OCI environment(s). - Create knowledge documentation as necessary to assist with possible future problem resolution. - Work closely with all levels of the customers technical staff that are related to solving the problem. - Collaborate with other support domains, parts dispatch, development, and sales teams within Oracle to facilitate a resolution, and ensure proper support delivery is available for customer needs. - Prioritize workload and advance technical problems where appropriate to the next level of expertise. - Effective time management skills. - Ability to learn and integrate new technologies in a fast-paced environment. - Remote troubleshooting experience with server and storage products, hardware and software, system level troubleshooting skills and or system administration skills (Solaris, Windows, Linux, etc.). - Work on weekends /holidays may be needed from time to time. Disclaimer: **Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.** **Range and benefit information provided in this posting are specific to the stated locations only** US: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. 9. 11 paid holidays 10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. Voluntary benefits including auto, homeowner and pet insurance The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. **About Us** As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds. When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one. **Disclaimer:** Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. *** Which includes being a United States Affirmative Action Employer**