Technical Analyst 3-support

hace 5 meses

Zapopan, México Oracle A tiempo completo

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 Sr. 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. 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 experienced in multiple platforms and be able to complete assigned duties with mínimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years 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)
- Be the liaison between the business units, technology teams and support teams.
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
- Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
- Internal reproduction of the customer problem to enable the development and testing of a resolution.
- Developing resolutions to customer’s problems, working with engineering to ensure they are integrated and tested.
- Participation in incident and escalations calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issue. Communicating with the engineering teams (when required) to facilitate resolutions for customer issues.

**Education**:

- Bachelor’s degree in Information Technology, Computer Engineering, Business (with a strong IT background), Industrial Engineering (with a strong IT background), or other related degrees. Must be proficient in English. Portuguese or Spanish, while not mandatory, is a positive.

**Experience**:

- At least 4 years demonstrated experience as a Support Engineer or Business System Analyst specifically in a consulting or software vendor capacity.
- XML, JSON, SOAP and REST APIs, or previous experience working with SaaS products, basic networking experience
- It would be a plus to have Security Protocols, JavaScript, and any knowledge about programming and SaaS integrations
- Strong preference for experience in the workforce management industry and/or with OSS/BSS, ERP and/or CRM systems, or other complex, enterprise-wide software implementations.
- Exposure to software development, debugging, documentation, and troubleshooting.
- Exceptional communication skills: ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and in writing: must have technical writing capabilities.
- Ability to manage challenging customer interactions.

Must be proficient in English and Spanish.

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