Support Engineer

Support Engineer - Oracle Commerce- KR**Applicants are required to read, write, and speak the following languages**: English**Preferred Qualifications**Preferred Qualifications - Internal**Oracle Commerce Support Engineer**This is your opportunity to join a leader in digital commerce and work with a comprehensive technology platform to process, store, manage, search and analyze structured and unstructured information - enabling businesses to make stronger and more profitable decisions. Oracle Commerce enhances cross-channel commerce, merchandising, and online customer experiences.**Department Description**:The Oracle Commerce Product Support team provides high quality customer support to companies around the globe using our e-commerce solutions. Oracle provides excellent career opportunities through employee development and hands-on experience supporting Oracle customers worldwide.**Responsibilities**:- Primary job responsibility is to troubleshoot and resolve technical issues in Oracle Commerce products (CX Commerce Cloud, Oracle Commerce On-Premise, Endeca Guided Search).- Demonstrate strong customer focus though direct and frequent interaction with global customers on the phone and through written communication.- Learn internal support processes, and evaluate and provide feedback on them to management.- Work independently and within teams to manage high severity, escalated, complex, mission critical customer issues within contractual guidelines.- Create technical documents for peers and customers (My Oracle Support Knowledge Articles). Periodically review and update technical documents to maintain relevancy.- Ability to work weekday shifts covering evening hours up to 8:30 pm local time. 8-hour shifts are typical. Occasional 24x7 weekend on-call shifts required.- Engage with Development, Product Management, Service Delivery, and Customer Support teams for other Oracle products to resolve customer issues while remaining accountable for customer expectations.- Proactively identify customer needs and engage internal resources to ensure customer success.Technical Skills:- Strong programming background including direct experience with Java (or similar languages, e.g. C#, C++) and Javascript web frameworks.- Knowledge of RESTful web services, particularly how to troubleshoot a REST request/response.- Ability to interpret Java stack traces and processing flows from thread dumps. Java heap dump analysis ability is a plus.- Working knowledge of SQL, JDBC, and relational databases.- Oracle ATG Web Commerce, Oracle Commerce Cloud and/or Endeca Guided Search experience is desirable. This includes general e-commerce concepts such as personalization, shopping carts, customer service, content creation and management; and general search concepts such as guided search, search interfaces, and relevancy ranking.Professional Skills:- Communication: Excellent communication (written and oral) skills; describe complex technical ideas and concepts effectively; synthesize concepts and present step-by-step instructions to customers; provide general advice when specific steps are not available or applicable.- Influencing & Negotiating: discuss and arrive at a mutually acceptable solution; convince others to take appropriate action.- Customer Focus: Focus on satisfying the technical and business needs of Customers; understand the impact of customers' technical and business requirements.- Quality: Adhere to internal processes and tools to meet Service Level Agreements; generate new ideas for continuous improvement; quickly switch contexts in stressful, time-sensitive situations.- Working Globally: Adhere to global work processes, including occasional 24x7 weekend shifts; collaborate and communicate with customers and team members from diverse cultural backgrounds.- Problem Solving: analyze causes, identify alternatives, and recommend the best solution to customers; synthesize complex sets of documentation and knowledge-articles; read and interpret log files and source code; reproduce issues in-house and accurately report defects to product development.Java, Javascript, and REST knowledge**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 (V