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 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

Responsibilities

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.

Life at Oracle and Equal Opportunity

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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.

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