We have one charter within the Oracle Service Cloud Technical Support team and that is to deliver superior customer experiences by responding quickly to customer requests, interacting in a highly personalized way, and solving customer issues as quickly as possible.

 

As part of the Oracle Service Cloud, we support nearly 2000 global customers who serve more than 8 million users per day on Oracle Service Cloud - a cloud based technology platform that empowers our customers to engage directly with their customers through great Social, Web, and Contact Center experiences.  Our approach to providing technical support is comprehensive, from resolving minor issues with no business impact to the highest business impacting issues requiring detailed technical diagnosis and immediate issue resolution. 

 

We are a global organization with US Support Centers in Bozeman, MT, and collaborate with San Mateo, CA, and Boulder, CO as well as International Support Centers in Romania, and China. If you are passionate about delivering great customer experiences and have the skills required for the role, we invite you to apply for a position on our team!

 

As a customizations support engineer, you will be the technical interface to our customers for resolution of problems related to the development side of our Oracle Service cloud products.  The individual in this role will report up to the Product Support manager for the Bug Diagnostics Engineering team (BDE).  

 

You will be responsible for fostering continual improvement of Oracle Service Cloud and setting and maintaining high standards of performance on the team.

 

Responsibilities

•         Investigate and report defects identified to development

•         Contribute to customer knowledgebase as defined by KCS standards

•         Collaborate with other teams internally as needed to determine resolution

•         Other duties as assigned and determined by the Product Support Manager

Essential Knowledge, Skills, Abilities, and Background

• Preferred 2-3 years experience in Internet technologies and operation (such as PHP, MySQL, XML, HTML, CSS, SOAP), Relational Database Management Systems (MySQL), and call center technology
• Exposure to Docker and Kubernetes
• Exposure to software development, debugging, documentation, and troubleshooting
• Exposure to programming, ideally in Java, j-query and some C language
• Ability to prioritize and manage own work load
• Strong logic, reasoning, and math skills
• Exceptional communication skills: ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and  in writing: Must have technical writing capabilities

 

 

 

 

Preferred skills, abilities, and background

·      PHP skills preferred.

·       Code Igniter and MVC architecture understanding

·       Understands importance of scalability and performance, and can apply these concepts to service requests

·       Able to work within standard product functionality to achieve desired outcomes whenever possible

·       Solid understanding of HTML and WebDesign

·       Strong XML understanding and experience

• Experience with CRM, SFA, MA or Customers Service applications a plus
• Superior Oracle Service Cloud product knowledge and hands on product experience a plus
• Government clearance a plus

 

As a global company, our technical support team is a 24x7 operation.  This role requires shift work or occasional work during non-standard business hours, coverage during public holidays, and possibly travel.

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)