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.
Required skills:
• Some experience in implementation, support, consulting and/or development in HCM• Communication skills with the ability to provide advice to both technically and non-technically aware customers• Diagnostics and troubleshooting abilities• Knowledge of SQL – good level• B.S. degree in Computer Science, Information Technology, Engineering or equivalent work experience• Fluent in English – both written and verbal
The Support Engineer is expected to apply support/development/implementation experience, a deep understanding of the underlying technologies, knowledge of business processes and support processes to interact with a broad spectrum of people within both Oracle and the customer(s) encountering issues during beta and production phases.
The Support Engineer is considered an emerging expert in the technical and functional areas, implementation strategies, setup, installation, configuration, and integration technologies and influences product design by providing feedback to development.
You will be encouraged to master complex technical and functional areas and have the ability to suggest and/or create diagnostics and troubleshooting tools for the larger organization.
You will also be instrumental in helping to define/refine the future support processes and help prepare the larger support team for the big release.We work closely with Development, Product Management as well as other Oracle teams and partners.
You will be the technical interface to customers and Oracle Partners for resolution of problems related to the implementation, maintenance and use of Oracle Fusion HCM Cloud Product.
The Support Engineer may be assigned as POC to customers that are implementing HCM solution. The work is required so that Support Services are aligned to the customer Project that is to be delivered by the set milestone.
Routinely, you will act independently while researching, developing, testing and documenting solutions for customer issues.
Career Level - IC2