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 solving 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 raised issues.
Career Level - IC3
As a Senior Support Engineer, you will be responsible for providing post implementation support to customers that use Oracle Field Service (formerly known as ETAdirect). You are highly motivated, a self-starter and you are dedicated to providing the highest level of customer satisfaction. The ideal candidate possesses not only a variety of technical knowledge, but is able to demonstrate experience in standard methodologies within customer support. You solve problems creatively, possess good entrepreneurial skills and you are flexible, able to adapt to varying customer situations. You enjoy working with people and technology, and as such, you have both the ability to interact with engineering teams and have excellent relationship-building and communication skills.
Be the liaison between the business units, technology teams and support teams.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
Internal reproduction of the customer problem to enable the development and testing of a resolution.
Developing resolutions to customer’s problems, working with engineering to ensure they are integrated and tested.
Participation in incident and critical issues calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issue.
Communicating with the engineering teams (when required) to facilitate resolutions for customer issues.
Education:
Bachelor’s degree in Information Technology, Computer Engineering, Business (with a strong IT background), Industrial Engineering (with a strong IT background), or other related degrees.
Experience:
At least 4 years demonstrated experience as a Support Engineer or Business System Analyst specifically in a consulting or software vendor capacity.
XML, JSON, SOAP and REST APIs, or previous experience working with SaaS products, basic networking experience
It would be a plus to have Security Protocols, JavaScript, and any knowledge about programming and SaaS integrations
Strong preference for experience in the workforce management industry and/or with HCM, SCM, ERP and/or CRM systems, or other complex, enterprise-wide software implementations.
Exposure to software development, testing, debugging, documentation, and solving.
Exceptional communication skills: ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and in writing: must have technical writing capabilities.
Ability to manage challenging customer interactions.
Must be proficient in English. Portuguese or Spanish are also a positive, but not required.
