Senior Support Engineer - Oracle CX Cloud

Company: CTI Education Group
Location: Orlando
Posted on: April 9, 2021

Job Description:

If you require accessibility assistance or accommodation for a disability when applying for open positions please contact us at +1.888.404.2494, Option 1. Oracle's Affirmative Action Plan is available for review by contacting +1.888.404.2494, Option 1. Job Description Senior Support Engineer - Oracle CX Cloud - 21000GMW Applicants are required to read, write, and speak the following languages : English If you are passionate about customer service & support and have a desire to do what it takes to ensure customer success, then we may have the ideal role for you. You will have an opportunity to learn all about our CX cloud offerings using our Oracle Cloud Learning Subscription (all employees have free access). If you would like to sample some of the training try out Oracle LaunchPad which offers free Oracle Cloud training. We do expect all our support engineers to leverage this learning platform to complete the latest Oracle CX Certification within 12-24 months of joining the team. We also offer technical deep dive sessions with Product Experts in Product Management and Engineering. Aside from helping our customers achieve successful business outcomes you will have the opportunity to work directly with Product Management, Engineering & Information Development and help influence product supportability & usability. If you think you meet the requirements below, we are interested in finding more about you! As a Senior Support Engineer, you will be expected to have:

• Proven experience in implementation, support, consulting and/or development experience in CRM products or cloud products.
• Skills in using industry standard tools and techniques.
• Very good command of English language, spoken and written.
• Exceptional diagnostic and troubleshooting abilities.
• Three of the following abilities (any level) are required, consider applying if you can talk to us about any three of: log reading & analysis, SQL, SQL tuning, scripting/programming, Unix/Linux, web services.
• Experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations. The following are nice to have: knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware. Behavioral requirements : - Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel. - Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause. - Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible. - Fast and flexible problem-solving aptitude to be able to adjust resolution plans as new data for given problems is obtained. - Ability to persevere in the face of obstacles and ensure customers' success. Able to work well with limited daily supervision. - Process orientation preferred. - Self-starter. Technical & Analytical requirements: - Well-developed troubleshooting skills in the area of functional or technical domains of enterprise business application environments as listed in the respective posting. - Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data. - Creative use of industry standard tools to aid in the diagnostic process. - Detailed functional knowledge of one or more products/modules in the Product Family-- Working experience in one of the following areas is seen as an advantage: XML, Java, J2EE and Oracle ADF, SOA and Web Services Education : B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience might be considered. Detailed Description and Job Requirements 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 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.
  
  Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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)
  
  Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
  
  Job : Support Location : US-FL,Florida-Orlando Job Type : Regular Employee Hire Organization : Oracle All over the world, people's lives are better because of Oracle. Want to make a difference? Join our company of change-makers. From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter's Type 1 Diabetes and has written a cookbook to share with the world. #LifeatOracle If you require accessibility assistance or accommodation for a disability when applying for open positions please contact us at +1.888.404.2494, Option 1 Oracle's Affirmative Action Plan is available for review by contacting +1.888.404.2494, Option 1.

Keywords: CTI Education Group, Orlando , Senior Support Engineer - Oracle CX Cloud, IT / Software / Systems , Orlando, Florida