ORACLE DEVELOPER TOOLS SUPPORT SPECIALIST 

RESPONSIBILITIES: 

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model 

• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards 

• Maintaining product expertise within the team

• Reducing escalations 

• Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.) 

• Contributing to Knowledge Management content creation and maintenance 

• Working with development on product improvement programs (testing, BETA programs, etc) as required 

• Operating within Oracle business processes and procedures 

• Respond and resolve customer issues within Key Performance Indicator targets 

• Maintain an up-to-date and in-depth knowledge of new products released in the market for the supported area

• Ensure the timely completion of planned proactive tasks and Service Requests 

• Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests 

QUALIFICATIONS: 

• The ideal candidates should have a degree in Computer science, 2-5 years experience in developing applications using Oracle products such as: Application Express,  Forms and / or Reports; knowledge of any other Oracle tools, Java basics, Oracle WebLogic Server or other WEB technologies is an advantage

• Knowledge of SQL and PL/SQL

• Able to identify, clarify, replicate and resolve technical problems of clients

• Demonstrate strong troubleshooting and analytical problem solving skills

• Ability to read and interpret stack traces and troubleshoot issues involving system and process crash events

• Excellent verbal and written communication skills in English

• Customer support and communications skills

• Ability to learn new technologies quickly

• Able to multi-task and manage multiple technical issues reported by customers

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 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).