Oracle Application Support Engineer - Fusion Sales Cloud (CRM SaaS) in Bedford, Massachusetts
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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
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.
ApplicationSupport Engineer - Fusion Sales Cloud (CRM SaaS)
NOTE: This role is located in Lehi UT
Oracle Fusion Applications SupportTeam is now expanding to support our rapidly increasing customer base. It is aunique opportunity to be part of the future of Oracle Support and help shapethe organization to benefit our customers, employees and the organizationoverall. If you are excited by the notion of being able to define a group fromearly stages on and shape our collective future then this is the place to be.
As a Senior Support Engineer, you will be expected to have:
Four years implementation, support, consulting and/ordevelopment experience in the CRM product family
Skills in using industry standard tools and techniques.
Exceptional diagnostic and troubleshooting abilities.
Experience monitoring, tuning and/or changing complexapplications to optimize the product to perform to customer expectations.
he following abilities will be advantageous:
Experience in one or more of the following: log reading,SQL tuning, knowledge of networks, database configuration, serverconfiguration, Web Server optimization, load balancing hardware,
Mentoring junior team members on new products andtechnologies.
As a Senior Support Engineer, you will be expected to:
Apply considerable support/development/implementationexperience, a deep understanding of underlying technologies, business processexpertise and support process knowledge to interact with a broad spectrum ofpeople within Oracle and customers as they encounter issues during variouslifecycle phases.
Quickly master complex technical and functional areas andhave the ability to suggest and/or create diagnostics and troubleshooting toolsfor the larger organization.
Be considered an expert in implementation strategies,setup, installation, configuration and integration technologies.
Interact frequently with senior management in the supportand development chain and present to large and small groups on technical andfunctional topics.
Be able to influence product design by providing feedbackto development.
Help define/refine future support processes.
Coach, mentor and train your peers.
Flexible to workweekends and holidays if required
Able to work shift 4(12pm MT - 8:30pmMT)
As a Senior Support Engineer, you will be expected to quickly develop andhone the following skills:
Ability to influence and build cooperative relationshipswith wide range of key participants, from business executives to technicalspecialists.
Excellent communication skills, in terms of being able toconvey technical and functional knowledge and solutions in highly escalatedsituations to executives, support personnel and customer personnel.
Well-developed listening skills, with ability to discerncore issues in an environment where it may be difficult to determine thesymptoms and cause.
Good organizational skills that facilitate the generationof coherent action plans that meet participant needs and lead to problemresolution as quickly as possible.
Fast and flexible problem solving aptitude so as to be ableto adjust resolution plans as new data for given problems is obtained.
Ability to persevere in the face of obstacles and ensurecustomers success.
Able to work well with limited daily supervision.
Process orientation preferred.
B.S (Computer Science) or equivalent preferred.
Other qualifications with adequate experience might be considered.
Top 4 skill sets / technologies in theideal candidate:
Well-developed troubleshooting skills in the area offunctional or technical domains of enterprise business application environmentsas listed in the respective posting. (CRM applications, Siebel, EBS,Peoplesoft)
Ability to analyze details and synthesize the "bigpicture", frequently working with incomplete or ambiguous data.
Creative use of industry standard tools to aid in thediagnostic process.
Working experience in one of the following areas is seenas an advantage:
Title: Application Support Engineer - Fusion Sales Cloud (CRM SaaS)
Location: United States
Requisition ID: 190001CB
Other Locations: US-UT,Utah-Lehi
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