Description
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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).
Responsibilities
We are seeking a thoughtful, curious, multi-faceted technical support engineer to use their experience in customer support as a foundation for innovation and new automated support solutions. The ideal candidate would be an expert in Oracle Support Delivery’s business, with JavaScript experience, Java experience, and would be eager to take on new challenges with an opportunity of making significant impact on our business.
Here’s the kind of person we’re looking for:
- Curious, driven, and willing to learn rapidly changing, new, and/or complex technologies
- Understands Oracle’s proactive concepts and activities, and strives toward a shift-left paradigm
- Demonstrates functional and/or technical product expertise in one or more of the following: JavaScript, Git, Kubernetes, Java, Oracle SQL, Browser Extensions for Chrome and FF, Oracle’s Automation Framework, Oracle Customer Engagement Cloud, and/or Oracle JET
- Thrives in a generalist approach on multiple projects, tasks, and tools
- Manages stakeholder expectations and procures resources, contacts, and experts necessary to reach deadlines
- Communicates clearly and confidently among all levels of technical ability and expertise, with no fear of presenting nor asking questions at any level
- Experienced working in sprints, following the core Agile principles, and experienced with revision control systems like Git, Subversion, etc.
What will you do as a Proactive Support Delivery (PSD) Tools Engineer in ASE?
- You will learn all parts of the Support organization’s business, grow, and be challenged in this fulfilling role
- You will create new and improve existing tools, frameworks, and automated solutions and maintain high quality standards
- You will innovate and automate using JavaScript, HTML, Java, Jenkins, and SQL to improve our business
- You will collaborate closely with our partners in delivery, development, and product strategy to understand our customers – internal and external – and you will flex your imagination on creative ways to proactively solve customer issues
- You will engage the Oracle Support community to continuously gather feedback and improve your designs
- You will act as an expert in the tools and technologies Support uses every day, providing insight at all levels, advising, and instructing when needed
If this excites you and if you have a desire to be part of a positive and dynamic team in the organization, this role may be a good fit for you.