Senior Technical Support Engineer - Oracle Engagement Cloud
7 zile în urmă

Preferred Qualifications

Oracle Engagement Cloud, part of Oracle Customer Experience Cloud product family, is constantly growing and we are looking to expand our team.

A 5-minute presentation of the Oracle Customer Experience suite and Oracle Engagement Cloud product can be found here :

If you are interested in joining our team and help shape the future of Oracle Cloud product and customers alike, then this is the place to be.

If you think you meet the requirements below, we are definitely interested in finding more about you.

As part of this team, you will learn the latest technology and help influence product supportability, usability, maintenance, and implementation.

The team works closely with the Development, Product Management as well as other Oracle teams, directly involved in Oracle Cloud Products.

To be successful in this role, as a Senior Support Engineer, you are expected to have :

  • At least 4 years of experience in implementation, support, consulting and / or development in Customer Experience software (CRM), preferably in a Cloud environment.
  • Communication skills with the ability to provide advice to both technically aware and non-technically aware customers.
  • Diagnostic and troubleshooting abilities.
  • Knowledge of Linux / UNIX.
  • Knowledge of SQL / Databases.
  • Knowledge of any of the following : Groovy Scripting, Javascript, Java, SOAP / REST Webservices.
  • B. S. degree in Computer Science, Information Technology, Engineering or equivalent work experience.
  • Key technical & Analytical Skills :

    Troubleshooting skills.

    Experience in one or more of the following :

  • SQL / Databases, preferably Oracle Database and PL / SQL.
  • Groovy Scripting and / or Javascript or Java / J2EE, Oracle ADF
  • SOAP / REST Webservice.
  • Knowledge of one or more products / modules, preferably related to Customer Experience software (CRM).

    Behavioral :

    Good communication, interpersonal and customer care skills.

    Customer oriented attitude to ensure customer success.

    Good command of English language, both written and verbal.

    Good organizational skill.

    Able to work well in a team, as well as on your own with limited daily supervision.

    Education :

    B.S in Information Technology, Computer Science or equivalent work experience.

    Main responsibilities :

    You will be the technical interface to customers and Oracle Partners for resolution of problems related to the implementation, maintenance and use of Oracle Engagement Cloud product.

    You will be able to complete assigned duties with minimal directions from management. Routinely, you will act independently while researching, developing and documenting solutions for customer issues.

    You may have a project lead role.

    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 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, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).


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