Support Engineer

Support Engineer-220007HH

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

**Preferred Qualifications**
**Join us as Support Engineer**

Oracle Cloud Central is a highly dynamic support team aimed at providing world-class support to our Oracle SaaS Cloud administrators. We play a Pivotal role in our customer’s experience with Oracle’s SaaS Cloud ecosystem since they rely on us, on how well we Onboard them in their initial days of activation and in accessing our Oracle SaaS Cloud System. If you are interested in learning about the foundational components of Oracle’s SaaS Cloud, this is the place for you

**This position is open for remote workers within Mexico**

**What you´ll do...**

As a member of the Oracle SaaS Cloud Central team, you will be responsible for:

- Post-sales technical support of all SaaS Cloud Administrative activities.
- This includes, but is not limited to, support of:

- Post Provisioning issues like Activation of Cloud Services
- Enablement of specific Entitlement services (like ODA- Digital Assistant)
- Environment refreshes
- Language installations
- Single Sign on problems (with Identity Provider and Service Provider)
- Handling, troubleshooting and resolving Planned and unplanned outages
- Enabling Service Credit to customers for Unplanned downtime beyond threshold limits
- Enabling or moving around their Update or Patching Cycles
- Assisting with multiple Self Service features available for customers on Cloud Console
- Handholding customers who are new to Oracle SaaS Cloud Eco
- System
- Providing service during Termination/Termination Dump to our customers
- Partnering with our Cloud Operations teams to provide solutions to customers
- Partnering with our Development teams to provide solutions to customers
- Partnering with our Customer Success teams to deliver regular Webinars to our customers and Partners (both during onboarding and beyond) and being an enabler for them
- Partnering with our Sales/Provisioning team to enable the customers successful Onboarding

**What You’ll Bring**
- Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA Or functional degree + technical higher degree
- Understanding of SaaS lifecycle events
- Outstanding analytical skills
- Unprecedented customer service skills
- Multitasking skills
- Bilingual in English and Spanish
- Portuguese a plus

**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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

**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

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