Support Engineer

Support Engineer - JoinMDC-IT-2200070F

**Applicants are required to read, write, and speak the following languages**: English

**Preferred Qualifications**
- 2 - 5 years relevant experience, preferably 2+ years of working experience in CRM support, consulting or other technical roles
- Technical experience on handling setup, Installation, Upgrade, Configuration, Setups and Integration
- Prior experience in providing Technical Customer support
- Ability to troubleshoot and debug issues independently
- Good communication skills. Able to work through escalated situations

**Technical Knowledge & Skills**:

- Technical skills in any: Database (Oracle, SQLServer, DB2), Operating system (Microsoft Windows, UNIX, Linux, AS400), Programming language, Web technologies
- Ability to read software log / trace files
- Excellent analytical and problem-solving skills

**Customer & Industry Knowledge**:

- Excellent track record in providing outstanding and unparalleled Customer Service
- Ability to handle difficult or sensitive situations
- Build good working relationship with Customers

**General Business Skills**:

- Ability to handle multiple priorities effectively and efficiently
- Time management skills
- Excellent organization and prioritization skills
- Work efficiently and independently; project management skills a plus
- Ability to thoroughly carry out, review, and report on all aspects of work
- Act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to follow
- Team Player. Works effectively with international team members to provide seamless service to customers
- Excellent decision-making skills

**Detailed Description and Job Requirements**

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)

**Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.**

**Job**: Support
**Location**: MX-MX,Mexico-Guadalajara/Zapopan
**Other Locations**: Mexico

**Job Type**: Regular Employee Hire
**Organization**: Oracle