Oracle Engagement Cloud Technical Support Engineer

 

Preferred Qualifications:

Oracle Support is creating a new team to provide support for the new Oracle Engagement Cloud product (part of CX Cloud suite).

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

The team works closely with other Fusion teams in Support and Development, as well as other Oracle teams, directly involved in Fusion Products.

 

If you are interested in joining the support team for a product that is just being released to the public and help shape the future of Fusion product and Fusion 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 a Support Engineer, you will be expected to have:

-       Two years’ experience in implementation, support, consulting and/or development experience in CRM products or cloud products.

-       Skills in using industry standard tools and techniques.

-       Very good command of English language, spoken and written.

-       Good diagnostic and troubleshooting abilities.

-       Three of the following abilities (any level) are required, consider applying if you can talk to us about any three of: 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, load balancing hardware.

 

 

Behavioral requirements:

-       Detail Oriented

-       Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.

-       Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.

-       Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.

-       Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.

-       Ability to persevere in the face of obstacles and ensure customers’ success. Able to work well with limited daily supervision.

-       Process orientation preferred.

-       Self starter.

 

Technical & Analytical requirements:

-       Well-developed troubleshooting skills in the area of functional or technical domains of enterprise business application environments as listed in the respective posting.

-       Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data.

-       Creative use of industry standard tools to aid in the diagnostic process.

-       Detailed functional knowledge of one or more products/modules in the Product Family

 

Working experience in one of the following areas is seen as an advantage: XML, Java, J2EE and Oracle ADF, SOA and Web Services

 

Education: B.S (Computer Science) or equivalent preferred.

Other qualifications with adequate experience might be considered.

 

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).