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 minimal 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 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.
Manage and resolve Service Requests logged by customers (internal and external) on Oracle Database products
Take ownership of problems and manage customer expectations throughout the Service Request lifecycle
Maintain and grow knowledge of new Oracle Database technology
Adopt and improve processes
Improve automation tools
Write and maintain Knowledge Management content
Work with Oracle Development on product improvement
Operate within Oracle business guidelines
Proven professional and technical experience with 3 years of industry experience performing as a Database or System Administrator in an Oracle Environment
The ideal candidates should have a degree in Computer science
Oracle Certified Professional (OCP) is a plus
Strong Database Administration skills.
Operating system knowledge (Unix,Linux and Windows)
Excellent oral and written English communication skill
Consistent customer focus
Strong analytical reasoning and problem solving aptitude
Able to diagnose complex technical problems
Ability to work as member of a global team
Willingness to work weekend shifts as needed