Job Description - Senior Technical Support Engineer - Telecom Apps - CGBU (19000QM1)
A Technical Support Engineer is responsible for maintenance and support of system components for the Oracle CGBU product range (smart communication and Value Added Services for telecommunications service providers operating on all generation networks).
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The Technical Support Engineer provides technical support and is knowledgeable in Oracle software utilisation and platforms (hardware / OS / database).
The Engineer is able to work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions.
The Technical Support Engineer has good communication skills, and maintains contact with Customers and their representatives while diagnosing and fixing faults.
They also maintain communication with other Oracle Support Teams including HUB and Sustaining Support (provided by Oracle Engineering group).
The experienced Engineer is also expected to guide less experienced team members in the process and practice used within the Support team.
Under the direction of their local Support Manager (or local Team Lead), Technical Support Engineers are responsible for analysing Incidents, restoring Platforms and assisting Engineering Teams to resolve Incidents for components and solutions in the Oracle CGBU product range.
Duties and Responsibilities
The responsibilities and goals of the job are as follows :
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All other tasks and responsibilities reasonably requiredEssential Skills and Experience
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.
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.Job duties are varied and complex utilizing independent judgment.
May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.
e., BS Computer Science / Management Information Systems / Science / Engineering / Math / Physics / Chemistry with a 3.0 GPA OR (for Applications) proven professional / technical experience, i.
e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)As part of Oracle's employment process candidates will be required to complete a pre-
employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.
This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).