Technical Analyst 3-support

hace 1 mes

Zapopan, México Oracle A tiempo completo

Do you thrive on tackling difficult problems? Do you aspire to join a team that utilizes your experience with source code and problem-solving skills to resolve important problems? This is your opportunity to join an industry leader in digital commerce. You will work with a comprehensive technology platform enabling customers to provide B2C and B2B solutions within a single SaaS platform.

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.

The CX Commerce Product Support team is a highly regarded group providing world-class support to our customers, partners and development integrators across the globe. Oracle provides excellent career opportunities through employee development and hands-on experience supporting and acting as a trusted advisor to Oracle customers worldwide.

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.

**Responsibilities**:

- Troubleshoot and quickly resolve technical issues in Oracle Commerce products.
- Demonstrate exceptional customer focus through direct and frequent interaction with global customers via our support portal, phone, web meetings and written communication.
- Master internal support processes; continually seek efficiency gains through automation and process improvement.
- Drive problem resolution both independently and cooperatively with others to resolve escalated, complex, mission-critical customer issues within contractual guidelines.
- Share discoveries and expertise by authoring knowledge document content for customers and peers.
- Engage with Development, Product Management, Service Delivery, and Customer Support teams throughout Oracle to resolve customer issues while remaining accountable for meeting customer expectations.
- Proactively identify customer needs and engage internal resources to ensure customer success.
- Weekday 8-hour shifts including some evening work hours. Occasional weekend shifts required.
- Possess superb software troubleshooting skills.
- Demonstrate strong programming background including direct experience with Java (or similar languages, e.g. C#, C++) and JavaScript web frameworks.
- Display knowledge of RESTful web services, particularly how to troubleshoot a REST request / response.
- Demonstrate ability to interpret Java stack traces and processing flows from thread dumps. Java heap dump analysis ability is a plus.
- Show working knowledge of SQL, JDBC, and relational databases.
- Experience in Oracle ATG Web Commerce, Oracle Commerce Cloud and/or Endeca Guided Search is desirable. This includes general e-commerce concepts such as personalization, shopping carts, customer service, content creation and management, and general search concepts such as guided search, search interfaces, and relevancy ranking.

**Professional Skills**
- Problem Solving: Detect patterns, analyze causes, identify alternatives, and recommend the best solution to customers; synthesize complex sets of documentation and knowledge articles; read and interpret log files and source code; reproduce issues in-house and accurately report defects to Product Development.
- Communication: Excellent oral and written communication skills; describe complex technical ideas and concepts effectively; synthesize concepts and present step-by-step instructions to customers; provide general advice when specific steps are not available or applicable.
- Influencing & Negotiating: Discuss and arrive at a mutually acceptable solution; convince others to take appropriate action.
- Customer Focus: Delight customers by satisfying their technical and business needs; understand the impact of customers’ technical and business requirements.
- Quality: Ability to quickly switch contexts in stressful, time-sensitive situations; generate new ideas and develop tools for continuous improvement; leverage internal processes and tools to exceed customer

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