Oracle Technical Analyst -Customer Support - Internet of Things (IoT) - Fusion SCM Cloud in Boulder, Colorado
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.
Senior Support Engineer will bring considerable support/development/implementation experience, a deep understanding of the underlying technologies, knowledge of business processes and support processes to interact with a broad spectrum of people within both Oracle and the customer(s) encountering issues during beta and production phases.
You are required to master complex technical and functional areas and have the ability to suggest and/or create diagnostics and troubleshooting tools for the larger organization.
You may need to coach, mentor and train your peers in other organizations, interact frequently with senior management in the support and development chain and prepare and present to large and small groups on technical and functional topics.
More than three years implementation, support, consulting or development experience (or equivalent) in enterprise business application.
Exceptional diagnostic and troubleshooting ability and skilled in using industry standard tools and techniques.
Extensive experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.
Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.
Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience-appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
Well-developed listening skills. Have the ability to discern core issues in an environment where it may be difficult to determine what is cause and what is a symptom.
Good organizational skills. Have the ability to develop a coherent plan of action that meets everyone s needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.
Ability to persevere in the face of obstacles and ensure customer s success,
Self-starter, works well unsupervised or with limited supervision.
Process orientation preferred
Operating Systems knowledge ( Linux , Unix ) Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process.
Good knowledge of Java programming language, databases, networking and Unix / Linux operating systems.
It is expected that the Engineer will develop an understanding of one or more of these skills as required for the role, upon completion of post-hire trainings in these areas.
Object Orientation and Java literacy: Deep understanding of Object Oriented design concepts (such as inheritance) and experience of supporting/troubleshooting applications implemented in java (ability to analyze/relate to java exception messages in log files, class loading issues, basic understanding of JVM operation). Knowledge of Java ME Embedded and Java Card preferred. Past Programming or white box testing experience in Java and other web technologies is preferred.
Operating Systems knowledge ( Linux , Unix )
Title: Technical Analyst -Customer Support - Internet of Things (IoT) - Fusion SCM Cloud
Location: United States
Requisition ID: 18001DBW