Oracle Senior Technical Support Engineer - Oracle Sales Cloud in Bucharest, Romania

Senior Technical Support Engineer - Oracle Sales Cloud

Preferred Qualifications

Oracle Software Support is growing its Oracle Sales Cloud Support team.

As part of this team, you will learn the latest technology and help influence product supportability, usability, maintenance, and installation/configuration.

The team works closely with the Oracle Sales Cloud Development team, as well as other Oracle teams, directly involved in Fusion Products.

If you are interested in joining the support team for a product in its early stages and help shape the future of Oracle Sales Cloud product and Oracle Sales Cloud customers alike, then this is the place to be. If you think you meet the requirements below, we are definitely interested in finding more about you.

As a Senior Support Engineer, you will be expected to have:

  • At least 4 years proven implementation, support, consulting and/or development experience in the CRM product family, preferably in a SaaS or a Cloud environment.

  • B. S. degree in Computer Science, Information Technology, Engineering or equivalent.

  • Skills in using industry standard tools and techniques.

  • Exceptional communication skills with the ability to provide advice to both technically aware and non-technically aware customers.

  • Exceptional diagnostic and troubleshooting abilities.

  • Experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.

  • Experience in troubleshooting performance issues (collect and analyze dumps, SQL querying and tuning)

  • Any of the following abilities will be considered advantageous: understanding Database structure, components and terminology; Groovy Scripting or Javascript; SOAP/REST webservices; OBIEE; Java JSE/J2EE; Oracle ADF; Oracle SOA;

  • Experience in the following will be considered advantageous: mentoring junior team members on new products and technologies, delivering product technical or functional trainings.

Key technical & Analytical Skills:

  • Well-developed troubleshooting skills in the area of functional and technical CRM application environments.

  • Ability to analyze details and synthetize the “big picture”, frequently working with incomplete or ambiguous data.

  • Creative use of industry data tools to aid in the diagnostic process.

  • Strong problem-solving skills.

  • Ability to troubleshoot performance issues at both database and application level

  • Experience in one or more of the following:

-> log reading and analyzing

-> SQL querying

-> SQL tuning

-> Database structure, components and terminology

-> Groovy Scripting and/or Javascript

-> SOAP/REST Webservice models

-> Working with/developing Oracle Business Intelligence (OBIEE) reports

  • Documenting troubleshooting and problem resolution steps.

  • Detailed functional knowledge of one or more products/modules, preferable related to Customer Relationship Management (CRM).

  • Proven experience in the following areas is considered a plus:

  • Oracle Application Development Framework (ADF)

  • Oracle Service-Oriented Architecture (SOA) Suite

  • Java JSE/J2EE

  • XML/HTML/CSS

  • Oracle Enterprise Manager (EM)

  • Debugging software or database-related performance issues

  • Troubleshooting in SaaS/Cloud environments

Behavioral:

  • Excellent communication skills, in terms of being able to deliver technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.

  • Good interpersonal and customer care skills.

  • Ability to deal politely with difficult callers.

  • Ability to liaise with customers in an empathic and technically effective manner.

  • Excellent communication skills with the ability to provide advice to both technically aware and non-technically aware customers.

  • Customer oriented attitude.

  • Well-developed listening skills, with the ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.

  • Good command of English language, both written and verbal.

  • Good organizational skills that facilitate the generation of coherent action plans that meet customers’ needs and lead to problem resolution as quickly as possible.

  • Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.

  • Ability to persevere in the face of obstacles and ensure customers’ success.

  • Detail oriented.

  • Logical thinker.

  • Able to work well with limited daily supervision.

  • Able to work well in a team, as well as on your own.

  • Process orientation preferred.

Education:

  • B.S in Information Technology, Computer Science or equivalent.

  • Other qualifications or certifications within the IT domain might be considered.

Main responsibilities:

  • You will be the technical interface to customers and Oracle Partners for resolution of problems related to the use of and maintenance for Oracle Sales Cloud. You will have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. You will be highly experienced in multiple platforms and be able to complete assigned duties with minimal directions from management. Routinely, you will act independently while researching and developing solutions for customer issues.

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 complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Support

Location: RO-RO,Romania-Bucharest

Job Type: Regular Employee Hire

Organization: Oracle