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.).
This specific role will be a Technical Support Analyst, who provides technical services to Oracle Customers. The focused areas will be Oracle System and Hardware products, including Server hardware, Storage, Network, Engineered System and Oracle Cloud (Hardware).
The candidate will start with X86 (Stand-alone and Engineered System). Based on business needs and candidate's qualifications / skills, extend to Storage, Network and Oracle Cloud Infrastructure.
Routine job duties include supporting English speaking customers. Culture exposure and soft skills as key influencers to business success shall be sufficient in addition to the technical capabilities.
The ideal candidate shall have solid communication skills on working with Customers, partners and collaborating teams within Oracle.
The ideal candidate is expected to be a good leaner in understanding the internal procedures, processes, initiatives as well as technical knowledge.
As a proven good team player, the candidate shall be able to collaborate with various teams to fulfill the job duties also under pressure, as well as working independently.
Detailed requirements are as follows :
Preferred as a plus :