Senior Technical Support Analyst

hace 5 meses

Guadalajara, 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 Senior 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.

Career Level - IC3

**Key Responsibilities**
- Well-developed troubleshooting and diagnostic skills
- Experience in one or more of the following: log reading, SQL tuning, knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware
- Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data.
- Working experience in XML, web services, java, JavaScript, PLSQL, databases and Groovy scripting
- Exceptional troubleshooting and problem-solving abilities.
- A deep understanding of underlying technologies, business process expertise and support process knowledge to interact with a broad spectrum of people within Oracle and customers as they encounter issues during various lifecycle phases.
- Act as a trusted advisor to support management and customers
- Quickly master complex technical and functional areas
- Interact frequently with senior management in the support and development chain and present to large and small groups on technical and functional topics.
- Be able to influence product design by providing feedback to development.
- Help define/refine future support processes.
- Coach, mentor and train your peers.

**Behavioral**
- Detail Oriented
- Ability to influence and build cooperative relationships with wide range of key participants, from business executives to technical specialists.
- Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.
- Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.
- Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.
- Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.
- Ability to persevere in the face of obstacles and ensure customers’ success.
- Able to work well with limited daily supervision.
- Process orientation preferred.
- Self-starter, takes initiative when opportunities arise

**Education**

B.S (Computer Science) or equivalent preferred.

Other qualifications with adequate experience might be considered.

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