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