Oracle Engagement Cloud Technical Support Engineer
Oracle Support is creating a newteam to provide support for the new Oracle Engagement Cloud product (part of CXCloud suite).
As part of this team, you will learnthe latest technology and help influence product supportability, usability,maintenance, and installation/configuration.
The team works closely with otherFusion teams in Support and Development, as well as other Oracle teams,directly involved in Fusion Products.
If you are interested in joining thesupport team for a product that is just being released to the public and helpshape the future of Fusion product and Fusion customers alike, then this is theplace to be.
If you think you meet the requirements below, we are definitelyinterested in finding more about you!
As a Support Engineer, you will beexpected to have:
-Two years’ experience in implementation,support, consulting and/or development experience in CRM products or cloudproducts.
-Skills in using industry standardtools and techniques.
-Very good command of Englishlanguage, spoken and written.
-Good diagnostic and troubleshootingabilities.
-Three of the following abilities(any level) are required, consider applying if you can talk to us about any threeof: log reading & analysis, SQL, SQL tuning, scripting/programming, Unix/Linux,web services.
The following are nice to have : knowledge of networks,database configuration, server configuration, Web Server optimization, loadbalancing hardware.
-Excellent communication skills, interms of being able to convey technical and functional knowledge and solutionsin highly escalated situations to executives, support personnel and customerpersonnel.
-Well-developed listening skills,with ability to discern core issues in an environment where it may be difficultto determine the symptoms and cause.
-Good organizational skills thatfacilitate the generation of coherent action plans that meet participant needsand lead to problem resolution as quickly as possible.
-Fast and flexible problem solvingaptitude so as to be able to adjust resolution plans as new data for givenproblems is obtained.
-Ability to persevere in the face ofobstacles and ensure customers’ success. Able to work well with limited dailysupervision.
-Process orientation preferred.
Technical& Analytical requirements:
-Well-developed troubleshootingskills in the area of functional or technical domains of enterprise businessapplication environments as listed in the respective posting.
-Ability to analyze details andsynthesize the "big picture", frequently working with incomplete orambiguous data.
-Creative use of industry standardtools to aid in the diagnostic process.
-Detailed functional knowledge of oneor more products/modules in the Product Family
Workingexperience in one of the following areas isseen as an advantage: XML, Java, J2EE and Oracle ADF, SOA and Web Services
Education : B.S (Computer Science) orequivalent preferred.
Other qualifications with adequate experiencemight be considered.
Detailed Description and Job Requirements
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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
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).