As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and valuable 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 qualified 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.
Career Level - IC3
Oracle is a technology leader that’s changing how the world does business. We’re looking for an experienced and self-motivated person. We appreciate you taking the time to review the list of qualifications and to apply for the position. Come and join us!
Looking for a dynamic candidate with outstanding technical skills and ability to provide an enriching customer experience. 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.
Responsibilities:
Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue
Provide telephone and email support to internal and external customers
Perform efficient incident management while maintaining metric quotas
Understand and assess customer-reported issues to resolve prioritization
Serve as an internal knowledge resource for other members of the Fusion Human Capital Management (HCM) team
Apply knowledge of technologies to make solution recommendations
Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed
Act as a liaison between customers, R&D, Production, Consultants, and QA, etc.
Handle and ensure documentation of assigned incidents, including internal and external communications
Learn, understand, maintain and contribute to internal support processes
Analyze, develop, and improve internal processes
Maintain strong consistency to Service Level Agreements
Participate in special projects, as assigned
Qualifications:
• BS in computer sciences or a related field recommended.
• A demonstrated ability of 4 years in a support product support environment
• Experience with SQL and Oracle databases
• Deep technical problem-solving skills, with an ability to solve complex application issues
• Exceptional research skills and resourcefulness
• Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling
• Familiarity with Customer Relationship Management (CRM) / Ticketing systems
• Multi-lingual (English/French/Spanish/German) is a good asset
• Ability to verbally present soft and hard technical subject matter to a variety of audiences
• Ability to proactively develop relationships and communicate with all levels of the internal organization
• Ability to communicate with members of a client's organization, at all levels (general staff to an executive, technical and non-technical)
• Solid understanding of XML, SSO, FTP, Web Services are very strong assets • Knowledge in SSL, PGP, Java, C#, Linux/ Unix are excellent attributes.
• Solid understanding of Human Capital Management (HCM) Core products