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 have the opportunity to work directly with Product Management, Engineering & Information Development and help influence product supportability & usability.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 mínimal 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.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.).As a Senior Support Engineer, you will be expected to have:Proven experience in implementation, support, consulting and/or developmentexperience in CRM products or cloud products.Skills in using industry standard tools and techniques.Very good command of English language, spoken and written.Exceptional diagnostic and troubleshooting abilities.The following are nice to have: knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware.Behavioral requirements:- Detail Oriented- Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.- Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.- Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.- Fast and flexible problem-solving aptitude to be able to adjust resolution plans as new data for given problems is obtained.- Ability to persevere in the face of obstacles and ensure customers' success. Able to work well with limited daily supervision.- Process orientation preferred.- Self-starter.Technical & Analytical requirements:- Ability to analyze details and synthesize the "big picture", frequently working with incomplete 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 Product FamilyWorking experience in one of the following areas is seen as an advantage: XML, Java, J2EE and Oracle ADF, SOA and Web Services Education: B.S (Computer Science) or equivalent preferred.Other qualifications with adequate experience might be considered.
