As a valued member of our dynamic Support organization, your mission is to deliver outstanding post-sales support and solutions to Oracle's diverse customer base, while championing their needs. You'll play a key role in resolving both non-technical and technical customer inquiries via phone and electronic means, providing guidance on our Electronic Support Services. As a primary point of contact, you'll be at the forefront of nurturing customer relationships, collaborating with Oracle teams to resolve complex challenges, and ensuring an exceptional support experience.

What You'll Do:

Provide global 2nd line support for our F&B Hospitality applications, with a focus on Simphony POS systems, PAYMENTS, and Oracle Hospitality Reporting and Analytics. You’ll also gain familiarity with related systems like RES 3700, e7, and 9700. Set up labs for testing and reproducing issues or defects, ensuring thorough resolution. Stay up to date with new releases, learning and implementing the latest configuration, installation, training, and support standards. Play a pivotal role in training and mentoring new staff on the MICROS product suites and related interfaces. Collaborate with domain experts in Sustained Engineering, R&D, and Cloud Operations to tackle complex customer needs. Proactively exceed customer expectations, ensuring that all service contracts are not only met, but surpassed. Embrace a variety of duties as requested, contributing to the ongoing success and growth of the team.

In this role, you'll:

Be an advocate for Oracle Support Services, engaging directly with customers and internal teams to resolve a wide range of technical and non-technical issues. Serve as a key point of contact for customers, building relationships and providing guidance to ensure smooth support interactions. Take ownership of resolving customer inquiries in real time, with follow-up on more intricate issues, all while contributing to strategic and top-tier customer accounts. Provide proactive solutions, ensuring that our support services continuously meet and exceed expectations.

What We’re Looking for in You:

Proficiency in English is required, with Spanish being a bonus! Willingness to work overtime, holidays, and be on-call as needed to support our customers around the clock. Comfort in working with a diverse range of customers and their unique needs.

What We Like to See:

2-3 years of experience working with and supporting Micros F&B management software products (including Reporting and Analytics, RES 3700, Simphony, and PAYMENTS). Experience or familiarity with working in a data center environment. A degree or equivalent experience in a technical field. Solid understanding of food and beverage management processes. At least two years of experience in the F&B industry. Previous experience supporting alternative hospitality software products.

What We LOVE to See:

2+ years of experience with databases (Oracle, MySQL) and strong SQL skills (writing and reading complex queries and update statements). Knowledge of networks, PCs, and troubleshooting installation issues. Experience with virtual machines (VMWare, Oracle VirtualBox). Comfort with current operating systems and resolving technical issues. Prior technical support or help desk experience. Excellent interpersonal skills, with a customer-focused approach. Familiarity with help desk and ticketing systems. Experience working with cross-functional teams, driving collaboration and innovation.

If you’re ready to join a supportive, customer-centric team where your expertise will truly make a difference, we’d love to hear from you!

Career Level - IC2