Senior Support Engineer

hace 16 horas

Guadalajara, Jalisco, México Oracle A tiempo completo
About the Role

We are seeking a highly skilled and experienced Senior Support Engineer to join our Oracle CRM team. As a key member of our support organization, you will be responsible for delivering post-sales support and solutions to our customers, while serving as an advocate for their needs.

Key Responsibilities
  • Provide technical support to customers via phone, email, and electronic means, resolving non-technical and technical inquiries related to Oracle CRM, EBS, and Siebel.
  • Collaborate with internal teams to facilitate customer relationships and provide advice and assistance on diverse customer situations and escalated issues.
  • Offer strategic technical support to ensure the highest level of customer satisfaction, creating and utilizing automated technology to diagnose, document, and resolve customer issues.
  • Lead complex technical problem-solving and problem-avoidance efforts, working closely with customers and internal teams to address critical issues.
  • Develop and maintain in-depth knowledge of Oracle CRM, EBS, and Siebel products, as well as underlying technologies and business processes.
  • Act as a trusted advisor to support management and customers, providing expert guidance and recommendations on technical and functional topics.
  • Participate in the development of support processes and procedures, ensuring alignment with business objectives and customer needs.
  • Coach, mentor, and train peers to enhance their technical and functional skills.
Requirements
  • 3-7 years of experience in implementation, support, consulting, and/or development of enterprise CRM application environments, such as Oracle CRM, EBS, and Siebel.
  • Well-developed troubleshooting and diagnostic skills, with experience in log reading, SQL tuning, network configuration, database configuration, and server configuration.
  • Ability to analyze complex data, synthesize the big picture, and work with incomplete or ambiguous information.
  • Experience with XML, web services, Java, JavaScript, PL/SQL, databases, and Groovy scripting.
  • Exceptional troubleshooting and problem-solving abilities, with a strong focus on customer satisfaction.
  • Ability to work independently, with limited daily supervision, and to influence product design by providing feedback to development teams.
  • Deep understanding of underlying technologies, business processes, and support processes to interact with a broad spectrum of people within Oracle and customers.
Education

Bachelor's degree in Computer Science or equivalent preferred. Other qualifications with adequate experience may be considered.

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