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We are seeking a highly skilled Senior Technical Support Engineer to join our Support organization at Oracle. As a key member of our team, you will be responsible for delivering exceptional post-sales support and solutions to our customers, while serving as an advocate for their needs.
Key Responsibilities- Resolve 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.
- Act as a primary point of contact for customers, facilitating relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
- Work closely with Product Management, Engineering & Information Development to influence product supportability & usability.
- Develop and implement solutions to customer issues, often working independently with minimal direction from management.
- Two years prior working experience with Oracle products (or at least three years related experience without Oracle products).
- Technical degree (B.S Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry) with a 3.0 GPA or functional degree + technical higher degree.
- Professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.) may be substituted for degree.
- Proven experience in implementation, support, consulting and/or development, as well as experience in CRM products or cloud products.
- Skills in using industry standard tools and techniques, with a very good command of the English language, spoken and written.
- Exceptional diagnostic and troubleshooting abilities.
- Experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
- Knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware.
- Detail Oriented
- Excellent communication skills, with the ability to convey technical and functional knowledge and solutions in highly escalated situations.
- Well-developed listening skills, with the 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 ability, with the ability to adjust resolution plans as new data for given problems is obtained.
- Ability to persevere in the face of obstacles and ensure customer success.
- Well-developed troubleshooting skills in the area of functional or technical domains of enterprise business application environments.
- Ability to analyze details and synthesize the "big picture", frequently working within complete or ambiguous data.
- Creative use of industry standard tools to aid in the diagnostic process.
