Technical Support Analyst 2
Location:
Washington, DC
Posted:
June 12, 2016
Position Type:
Full Time
Category:
Health Care, Information Technology
Reference:
16000O31
SUMMARY
The Commerce Cloud Service Operations organization provides expert level Technical Support to Oracle Commerce, formerly ATG Commerce, global customers in the Managed and Public Cloud space. This position is in our Database Administrators group and will be a key individual contributor on the team.

REQUIRED QUALIFICTIONS & COMPETENCIES:
• 4 years' professional experience in Software Engineering or Information Technology.
• 4 years' professional experience in Technical Support, serving international customers, supporting complex Applications and/or Products for world-wide customers over voice and e-mail.
• 4 years' professional experience with Oracle ATG Commerce Applications, in a support, deployment and/or implementation role.
• 4 years' professional experience with WebLogic, JBoss, Apache and/or OHS.
• Competency in common Java debugging techniques.
• Competency in Enterprise Application architectures and inter-networking concepts.
• Competency in Networking, Database, firewall, Apache Web Server, and load balancers.
• Working knowledge of Linux, common commands, and basic shell scripting.
• Basic technical support activities including Application restart, implementation of change requests [provision new environment and patch existing one, write action plan for complex release deployment and implement it], perform initial troubleshooting, address and resolve Application alerts.
• Bachelor's degree in Engineering, Computer Science or related field.
• Ability to work variable rotating shift which may include weekend shifts and on-call responsibilities.
• Excellent verbal and written communication skills with fluency in the English language.
• Ability to work well and communicate effectively with application specialists, developers, designers, technical account managers, product managers, customer support personnel, and customers in a fast-paced environment.
• Comfortable with daily and frequent direct interaction with customers who are located across the globe
• Provide technical triage and utilize troubleshooting skills to either resolve customer issues or quickly identify when to escalate to senior support team
• Strong organizational and problem solving skills as well as task execution skills.
• Ability to take direction and work with a team and within a project plan or SLA to meet deadlines.
• Communicate incident and task status to team and customers in a timely and professional manner.
• Ability to work individually and as a strong team member.


TRAINING PROVIDED:
The person filling this role will receive advanced training in ORACLE ATG COMMERCE's product lines that need to be supported. This person will also receive basic ORACLE ATG COMMERCE Product Training, taken during on-boarding and ramp and develop deeper technical understanding of ORACLE ATG COMMERCE products & technologies.

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.
Qualifications:
Be a part of the E-Business Suite success story. Work with Oracle*s world class technology to develop, implement, and support Oracle*s global infrastructure.

Provide support to internal users of Oracle Applications and legacy applications and ensure maximum efficiency in the use of those applications. Respond to requests for support by users. Test and coordinate testing of new releases of Oracle Applications. Log bugs against applications and follow up with IT and Development. Monitor future applications releases. Train users on features of applications. Maintain applications responsibilities based on work group of user. Act as reporting resource. Represent users at Data Center meetings, user meetings at quarter end and whenever necessary. Carry a pager during designated support periods.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2-4 years of related experience in a medium to large network distributed and computing environment. BS or equivalent experience in programming on enterprise or department servers or systems.

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.

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