Job 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.

We're seeking dedicated individuals who excel in providing exceptional assistance, troubleshooting, and problem-solving to ensure our customers receive top-notch support. If you thrive in a dynamic, fast-paced environment and love making a difference in people's experiences, this role is perfect for you. Apply now and be the superhero our customers need!Job description displayed in the job posting

The Oracle Service Cloud B2B/B2C Technical Support team’s charter is to deliver superior customer experiences by responding to and resolving customer issues as efficiently as possible.

As part of the Oracle Service Cloud, we support nearly 2000 global customers who serve more than 8 million users per day on Oracle Service Cloud - a cloud based technology platform that empowers our customers to engage directly with their customers through great social, web, and contact center experiences.

Oracle Service Cloud Technical Support is a global organization. Our US support centers in Bozeman, Montana; San Mateo, California; and Boulder, Colorado collaborate with our international support centers in Romania, Mexico, and the Philippines to deliver great customer experiences.

If you have the skills, are passionate about problem solving, great customer experiences, and the power of teamwork, we invite you to apply for the position of Support Engineer.

Career Level - IC3

Responsibilities

Oracle Service Cloud support engineers encounter new puzzles to solve on a daily basis; Service Cloud products are updated to new versions multiple times each year. As a support engineer, you will be the technical interface to Oracle Service Cloud customers that choose to extend the product functionality beyond what comes out of the box. You will work directly with Oracle customers via the phone as well as our products. You will work with APIs to assist customers that have integrations with other technologies. You will use your technical skills and experience to determine whether a technical issue is the result of the customer’s implementation, or if there is a product defect. You will work with internal teams to improve the product over time, and you’ll even assist in contributing to our ever-growing knowledge base.

Responsibilities displayed in the job posting

• Resolve service requests dealing with customized functionality and/or integrations

• Identify, investigate and report defects to the development team

• Contribute to the customer-facing knowledgebase using the KCS methodology

• Collaborate with internal teams as needed to resolve service requests

• Duties as assigned and determined by the Product Support Manager

Essential Skills and Abilities

• 4+ years of experience in Internet technologies and applications, such as: Python, PHP, JavaScript, MySQL, XML, HTML, CSS, SOAP/REST

• Understanding of relational databases

• Experience debugging and troubleshooting technical issues

• Exposure to software development and documentation

• Ability to write and communicate technical matters clearly and professionally

• Self-starter mindset; ability to prioritize/manage the work load

• Strong logic and reasoning skills

• A background in Oracle DBA

Preferred Skills and Abilities

• 4-6+ years of experience in Internet technologies and applications, such as: JavaScript, MySQL, XML, HTML, CSS, SOAP/REST

• Intermediate to advanced PHP or Python skills

• Experience/knowledge of Kubernetes

• Deep understanding of/experience working with relational databases

• Experience debugging and troubleshooting technical issues with a wide variety of tools

• Software development experience, including lifecycle and documentation

• Exceptional communication skills:

• Writing technical answers clearly and professionally for a wide audience;

• Working directly with a customer to accurately and precisely communicate instructions with steps;

• Ability to seek and gather information from customers, including non-technical customers

• Technical writing capabilities

• Self-starter mindset; ability to prioritize/manage the work load

• Strong logic and reasoning skills

• Code Igniter, understanding of MVC architecture

• Understanding of scalability and performance with the ability to apply these concepts to specific tasks

• Experience with Customer Service/CRM products; especially Oracle Service Cloud

• Security clearance, or the ability to obtain one a plus

• Oracle DBA experience and skillset that includes installation, maintenance, upgrade, migration and troubleshooting abilities

Qualifications displayed in the job posting

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer