Frontline Support Engineer Job Description
We are building the next generation IaaS cloud and the next generation cloud support experience to go with it. We are hiring a small team of energetic, customer focused Support Engineers who can ensure our customers get their questions answered and problems solved quickly and have a world-class experience when interacting with customer support. You'll be part of a scrappy, distributed team that learns deeply how our cloud platform works so you can help customers through problems they encounter. This role is integral to the success of our short and long term customer relationships and is critical to the success of the platform.
Build and maintain excellent relationships with customers and achieve the highest level of customer satisfaction.
Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way
Address support requests that are escalated to our team from other teams within the company
Document customer issues and other relevant details as part of the support you provide
Continually improve skills through work experience and training
BS degree, in Computer Science or another technical field, or equivalent work experience
Customer obsession, passion for delighting customers
Ideally you already have some technical depth specifically in IaaS platforms but that is not a hard requirement
Experience in cloud technical support is preferred but not required
Ability to learn support tools required for taking part in customer support workflow
Great verbal and written communication skills
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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.