SENIOR TECHNICAL SUPPORT ENGINEER

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.
Aside from helping our customers achieve successful business outcomes you will havethe opportunity to work directly with Product Management, Engineering & InformationDevelopment and help influence product supportability & usability.
areer Level - IC3 As a Senior 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 minimal direction from management.
In this position, you will routinely act independently while researching and developing solutions to customer issues.
Duties and tasks are standard with some variation.
Completes own role largely independently within defined policies and procedures.
Two years prior working experience with Oracle products (or at least three years related experience without Oracle products) and technical degree i.
., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.
GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.
., CNE, MCSE, CPA, Oracle, etc.).
As a Senior Support Engineer, you will be expected to have.
roven experience in implementation, support, consulting and/or developmentexperience in CRM products or cloud products.
kills in using industry standard tools and techniques.
ery good command of English language, spoken and written.
xceptionaldiagnostic and troubleshooting abilities.
Three of the following abilities (any level) are required, consider applying if youcan talk to us about any three of.
log reading & analysis, SQL, SQL tuning,scripting/programming, Unix/Linux, web services.
xperience monitoring, tuning and/or changing complex applications to optimizethe product to perform to customer expectations.
he following arenice tohave.
nowledge of networks, database configuration, serverconfiguration, Web Server optimization, load balancing hardware.
Behavioral requirements:-Detail Oriented-Excellent communication skills, in terms of being able to convey technical andfunctional knowledge and solutions in highly escalated situations to executives, supportpersonnel and customer personnel.-Well-developed listening skills, with ability to discern core issues in anenvironment where it may be difficult to determine the symptoms and cause.-Good organizational skills that facilitate the generation of coherent action plansthat meet participant needs and lead to problem resolution as quickly as possible.-Fast and flexible problem-solving aptitudetobe able to adjust resolution plans asnew data for given problems is obtained.-Ability to persevere in the face of obstacles and ensure customers’success.
Ableto work well with limited daily supervision.-Process orientation preferred.-Self-starter.
Technical & Analytical requirements:-Well-developed troubleshooting skills in the area of functional or technicaldomains of enterprise business application environments as listed in the respectiveposting.-Ability to analyze details and synthesize the "big picture", frequently working withincomplete or ambiguous data.-Creative use of industry standard tools to aid in the diagnostic process.-Detailed functional knowledge of one or more products/modules in the ProductFamily Working experiencein one of the following areas is seen as an advantage.
XML, Java,J2EE and Oracle ADF, SOA and Web ServicesEducation.
.
(Computer Science) or equivalent preferred.
ther qualifications with adequate experience might be considered.
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Disclaimer.
Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law.
Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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