Oracle Technical Support Engineer, x86 Hardware - Bilingual in Japanese in Burlington, Massachusetts
Technical Support Engineer, x86 Hardware - Bilingual in Japanese
Title: Technical Support Engineer, x86 Hardware - Bilingual in Japanese
Location: Burlington, MA or willing to relocate to the area
* Must be Bilingual in Japanese *
Ideal applicant will have X86 Server Hardware experience and is fluent in Japanese and can also speak Mandarin or Korean.
Applicants bilingual in Japanese with strong Hardware Support experience are also encouraged to apply.
If you are FIRED-UP about delivering best-in-class service and want to join an already outstanding team of world-class support professionals and recognized experts in the latest cutting edge technologies then this is the job for you! We are looking for the best-of-the-best, and attitude and a strong desire for excellence are everything! We can teach you the technical stuff, as long as you are HIGHLY MOTIVATED to excel in delivering an exceptional customer support experience and have a good technical knowledge foundation to build on, we’re interested!
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.
As the 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. Key skills include technical troubleshooting, problem determination and customer service skills (interactive communication/coordination/empathy/accountability).
As a Technical Support Engineer, you will be providing the technical support to Oracle Service customers for problem resolution related to their Oracle equipment. This could include:
Providing post-sales, Hardware support or facilitating resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable
When necessary, escalating calls to the appropriate level of support with complete and accurate information
Displaying and maintaining a high level of professional behavior at all times
Assisting to ensure Customer Satisfaction goals are met
Documenting resolutions to assist with possible future problem resolution.
Effectively prioritizing workload and managing list of outstanding customer queries
Acting as a technical resource to peers as needed to help resolve customer problems for your area of expertise
Communicating confidently with Sustaining and Product Development Engineers in matters relating to the X86 Team and customers
Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call"
Solid Analytical Skills in X86 Server Hardware. Knowledge in OS (Solaris,Linux,Windows)/Storage (Tape,Disk)/TCP,IP network
Remote support or similar experience in addressing customers' technical issues toward customer satisfaction
Willingness to learn
Ability and willingness to take shift/rotation work to cover 7
24, rotation includes shift on nights and occasional weekends / public holidays
English fluency, verbal and written
Japanese fluency, verbal and written is a must
Additionally, one or both of the following language skills are strongly expected; Mandarin or Korean
One year prior working experience with Oracle products (or at least two years related experience without Oracle products)
Technical degree - BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry OR functional degree technical higher degree
In lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.)
Experience with remote technical support of Oracle x86 hardware technologies inclusive of troubleshooting, diagnosis and service delivery coordination
Familiarity with Oracle Engineered System (Exadata) / Oracle DB / Cloud is definitely a plus
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)
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
Job Type: Regular Employee Hire