Job Title\: Escalation Engineer

 

Why Oracle NetSuite?

 

Picture yourself building a successful career at NetSuite—working alongside other talented, driven individuals to help fast-growing mid-size organizations and larger enterprises achieve their business goals with the world’s #1 cloud-based business management suite for ERP/financials, CRM, ecommerce and more.

 

Founded in 1998 by Oracle CEO Larry Ellison and NetSuite CTO and Chairman Evan Goldberg,

NetSuite (NYSE\: N) is used by more than 40,000 organizations and subsidiaries to run mission-critical operations without the high capital costs and inefficiency of antiquated client/server systems. Named by Gartner as the world’s fastest-growing financial management vendor and winner of a prestigious 2015 CODiE award for Best Financial Management Solution, NetSuite is where business is going.

 

Summary\:

 

This is a technical role providing a single point of escalation for customer reported incidents acting as an interface between Product Development teams and NetSuite’s Technical Support and Client Management teams.

The primary function of the Escalation Engineer is to manage defects and processes used to support our customers. We are looking for someone who has a passion for delivering great customer service by quickly resolving our customers’ most urgent defects, and helping prioritize and schedule the resolution of the next group of defects that are important but not quite as urgent.

Responsibilities\:

• Work closely with our Product Development SCRUM teams who are supporting NetSuite’s customers during the resolution of customer reported product defects
• Act as a point of escalation for critical customer issues
• Ensure incoming customer issues are tracking appropriately based on urgency level calculated from business impact and severity
• Coordinate with Product Development teams on bug fixes, and emergency issues
• Ensure that NetSuite exceeds customer expectations for support and response time SLTs
• Measure and track defect trends to identify teams with increasing maintenance responsibilities.
• Provide data to management tracking urgent issues, especially after new product releases.
• Learn our CRM system, including defect tracking, case management, and reporting capabilities
• Identify areas for process improvement

Qualifications/Skills\:

• BS in Computer Science, IT or relevant related education.
• Strong understanding of Product Development and maintenance processes, (including the responsibilities of Development, QA and Release Engineering).
• 2 years’ experience working on technical products and/or in technical support teams
• High-level understanding of website architecture (HTML, JavaScript), SQL, APIs, and related web technologies
• Understanding of Agile development methodology / SCRUM terminology
• Outstanding follow-up and organizational skills
• Experience coordinating with product teams’ in ensuring timely delivery to appropriate release vehicles
• Flexibility in terms of task, workloads and schedule are critical for this position
• Comfortable working on urgent issues as they come, even when alerted during off hours
• Possible weekend on call rotational schedule
• Excellent written and oral communication (English)

!|!Responsible for developing, applying and maintaining quality standards for company products with adherence to both internal and external standards. Develops and executes software test plans. Analyzes and writes test standards and procedures. Maintains documentation of test results. Analyzes test results and recommends corrective actions.

As a member of the technical/process QA division, you will design, install and evaluate quality control methods and systems. Design continuing maintenance of product quality. Develop standards and procedures to provide quality guidance and methods.

Duties and tasks are standard with some variation; displays understanding of roles, processes and procedures. Performs moderately complex problem solving with assistance and guidance in understanding and applying company policies and processes. BS degree or equivalent experience relevant to functional area. A of 1 year of software engineering or related experience.!|!