Job duties are varied and complex requiring independent judgment. Candidate may have project lead role. Preferred Qualifications: 4-7 years' experience with Core products or equivalent 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).
Technical interface to customers for resolution of issues related to the installation, implementation, maintenance, use, repair and workarounds for Oracle Manufacturing products on multiple platforms. In-depth support is primarily provided by electronic means. Assures the highest level of customer satisfaction. Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues.
Example of Duties:
Handles all Severity and escalated Service Requests (SRs) within guidelines
Position requires both phone and electronic support communication methods
Able to manage customer expectations at the technical and project management level including Oracle Internal and third party vendors and service providers
Continues the development of extensive technical knowledge of Oracle products and their uses
Utilizes/creates automated technology and instrumentation to diagnose, document, and resolve customer issues. Provides feedback to improve instrumentation and writes scripts (i.e., remote diagnostic agent (RDA))
Creates/modifies/reviews content in Knowledge Management Tools
Achieves knowledge transfer with teammates through: delivering formal team training sessions/Brown Bags, formal mentoring, creating/reviewing knowledge repository articles and notes.
Continues development of business and/or leadership skills
Participates in process planning and makes recommendations for improvements
Coordinates tasks within the group and across functional areas
Routinely acts independently while researching and developing solutions to customer issues.
Greater than 1-2 years' experience with Business Information Technology
Work experience with Oracle and non-Oracle products and technologies including: Database Technologies, Internet Technologies, Application Development Tools, Operating Systems, Programming Languages and ERP systems
Knowledge of Java language and Java programming tools
Ability to Read, Write and debug PL/SQL
Strong with SQL - Read, Write and Build own diagnostic scripts
Desirable: The candidates need applications technical knowledge but also a depth of technical knowledge to include Unix, NT, relational and hierarchical database
Functional (ERP Applications)
Knowledge of ERP Applications and business process
Desired skills: Oracle Procurement and/or Oracle Supply Chain Applications
Problem Solving/Analytical Skills
Effective Communication (verbal and written)
Focus on Relationships (internal and external)
Expertise (maintaining professional in own discipline)
Coaching/Knowledge Transfer Ability
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 and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
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.