Oracle Oracle Commerce Cloud Support Engineer in Bucharest, Romania
Oracle Commerce Cloud Support Engineer
Oracle Commerce Cloud is now the fastest growing web commerce solution. Oracle Commerce is a comprehensive technology platform to process, store, manage, search and analyze structured and unstructured information – enabling businesses to make stronger and more profitable decisions.
The Oracle Commerce Product Support team provides excellent career opportunities through employee development, and hands-on experience by supporting the world-class Oracle Commerce solution and its customers worldwide.
Primary job responsibility is to troubleshoot and resolve technical issues in Oracle Commerce products
Technical background in core technologies (see below).
Strong customer focus; ability to interact directly and frequently with global customers on the phone and through written communication.
Process oriented; ability to learn internal support processes, evaluate and provide feedback on them to management.
Good software troubleshooting skills.
Ability to work independently.
Manage high severity, escalated, complex, mission critical customer issues within contractual guidelines.
Occasional 24x7 weekend shifts required (emergency tickets only).
Engage with Development, Product Management, Service Delivery, Critical Accounts, and Support teams for other Oracle products to assist customers.
Manage cross-functional issues: collaborations, product defects, etc.
Proactively identify customer needs and engage internal resources to ensure customer success.
Create presentations on technical topics for peers. Create and edit technical documents for peers and customers (MOS Knowledge Articles).
Education & Experience:
Bachelor’s degree is a must
Previous exposure to support or consulting environment preferred.
Ability to read and understand software logs and traces files
Good software troubleshooting skills.
General knowledge of UNIX and Windows operating systems at the admin/install/troubleshooting level.
General e-Commerce concepts is a plus
Previous experience with Oracle Endeca Guided Search and/or Oracle ATG Web Commerce is a plus.
Self Development: Ability & initiative to learn new products & technology quickly
Communication: Excellent communication (written and oral) skills; describe complex technical ideas and concepts effectively; synthesize concepts and present systematic instructions to customers; provide general advice when specific steps are not available or applicable.
Influencing & Negotiating: discuss and arrive at a mutually acceptable solution; convince others to take appropriate action.
Customer Focus: Focus on satisfying the technical and business needs of Customers; understand the impact of customers' technical and business requirements.
Quality: Adhere to internal processes and tools to meet Service Level Agreements; generate new ideas for continuous improvement.
Working Globally: Adhere to global work processes, including occasional24x7 weekend shifts; collaborate and communicate with customers and team members from diverse cultural backgrounds.
Problem Solving: analyze causes, identify alternatives, and recommend the best solution to customers; synthesize complex sets of documentation and knowledge-articles; read and interpret log files and source code; reproduce issues in house and accurately report defects to product development.
Detailed Description and Job Requirements
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)
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire
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