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.
Provide phone and online support to NetSuite Customers. The types of Customer we encounter ranges from the non-technical resources to actual in-house or third party developers.Conduct troubleshooting of NetSuite proprietary APIs. This involves debugging actual codes created by Customers and help determine whether it is a product defect or not.Gather details regarding Customer processes to be able to determine how we can best Support and give direction.Participate in company initiatives promoting the growth of Product Knowledge. This will include participation with mandated internal trainings specific to the SuiteCloud Product area and general operations.Work with other Departments such as Quality and Assurance, Professional Services, Product Management and Development, to ensure fast turnaround. This is bound by processes but all of which aims to give quality service.Adapt to the fast paced nature of the NetSuite Cloud Based Software and new proprietary technologies and innovations are being pushed yearly.
Career Level - IC2
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.