Job Description

The objective of the Technical Support Engineer is to provide comprehensive telephone/e-mail/ticketing technical and application support in a fast-paced 24x7 SaaS environment. In this role, you will act as a trusted technical resource to Oracle | Responsys customers and must possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. You will be a trusted advisor who our customers rely on to provide best practices and knowledge when using the Oracle | Responsys B2C Marketing Cloud Services!

Essential Duties and Responsibilities

• Oversee post sales customer service requests

• Troubleshoot issues and liaise with next level SMEs (Subject Matter Experts)

• Work closely with Operations when managing requested tasks

• Gather client product feedback to help product management define the product roadmap

• Maintain a detailed understanding of product architecture, technical components, and application functionality

• Leverage your knowledge of the product to achieve subject matter expert status

• Ensure that the highest level of client satisfaction is achieved through on-going communication and prompt resolution of client issues

• Proven ability to mentor and display leadership and ownership of issues

• Document troubleshooting procedures for new product features and issues

• Create knowledge base articles for both internal and customer-facing solutions

• Participate in on-going training to Support team members

• Required to participate in the weekend on-call rotation and maintenances

• Required to provide some Holiday coverage

• Shift : Monday to Friday. 9am to 6pm pacific

Essential Qualifications, Skills, Abilities, and Background

• Bachelor's degree in information technology, computer science, or a related field or equivalent experience

• 3+ years’ customer support experience for software applications

• 2+ years’ with multi-tiered application /enterprise support experience

• Strong customer service skills

• Experience with cloud-based/SaaS solution offerings- preferably in the area of marketing automation

• Strong Analytical capabilities

• Excellent organization, time management, and communication skills

• Willingness to 'roll up one's sleeves and assist wherever needed

• Ability to function and thrive in a team environment with an appreciation of aggressive goals

• Strong written and verbal communication skills with experience communicating technical concepts to a non-technical audience

• Working knowledge of data and relational database systems (SQL, Merge concepts, Filters).

• Excellent troubleshooting skills and methodology

• Experience with researching log files to determine root cause of an issue (using tools such as Kibana)

• Experience documenting cases using a ticket tracking application such as Jira, Remedy, Siebel, etc.

• Working knowledge of Linux/Unix a plus but not required

• Some basic programming skills and experience (Unix scripting, HTML, Java, C++, etc) helpful

• Experience with Responsys Interact is a plus

• Experience and aptitude in the creation of technical documentation is a plus

• Experience with Apache FreeMarker is a plus

• Experience with Web Service/API is a plus

• Experience with XML is a plus

• Working experience supporting mobile technologies is a plus (SMS, MMS, Mobile Apps)

• Experience with Android Studio is a plus

Career Level - IC3

Responsibilities

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.

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