You will have the opportunity to join a team of top-talented professionals who specialize in troubleshooting and supporting the most sophisticated technologies. You will act as the main point of contact for our customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on customer requests. You will routinely act independently while researching and collaborating with the team to develop solutions to customer issues. You will have access to training opportunities meant to enrich product knowledge and allow you to become Subject Matter Expert for Oracle Cloud solutions.

As a Senior Support Engineer, you will be the technical interface to customers for resolution of service requests related to the installation, maintenance, and troubleshooting of Oracle products. Your main responsibilities will be:

Responding timely to technical support requests. Talking directly to the customer to determine the nature of the technical issue. Provide technical and functional support on diverse situations and escalations involving Oracle Enterprise Performance Management suite. Engage with customers via email, live communication, and remote system access. Act as customer’s main point of contact and supervision during Cloud implementation projects. Correctly identify issue type (hardware, software, networking, or functional issue). Assess, acknowledge, justify, and document efficient solutions for specific customer needs. Collaborate with Development team towards issue resolution and fixing. Proactively contribute to enhance Oracle’s knowledge base.

Skills:

Strong verbal and written English communication skills. Good knowledge and understanding of computer hardware, operating systems, enterprise solutions, SaaS, and Cloud. Curious, thinking out of the box with analytical and problem-solving skills. Any prior knowledge or experience with hardware/software, cloud networking and/or SaaS is preferred. Accounting or Business background is considered a plus. Experience with Oracle EPM products is considered a plus.