Oracle Technical Analyst 3-Support in Denver, Colorado
Technical Analyst 3-Support
Oracle Commerce Support Engineer
Do you thrive on tackling difficult problems? Do you aspire to join a distinguished team that utilizes your experience with source code and problem-solving to untangle high stakes issues? This is your opportunity to join an industry-recognized leader in digital commerce. You will work with a comprehensive technology platform enabling customers to provide B2C and B2B solutions within a single modular SaaS platform.
The Oracle Commerce Product Support team is a highly regarded group providing world-class support to our customers, partners and development integrators across the globe. Oracle provides excellent career opportunities through employee development and hands-on experience supporting and acting as a trusted advisor to Oracle enterprise customers worldwide.
Troubleshoot and quickly resolve technical issues in Oracle Commerce products.
Demonstrate exceptional customer focus though direct and frequent interaction with global customers via phone, web meetings and through written communication.
Master internal support processes; continually seek efficiency gains through automation and process improvement.
Drive problem resolution both independently and cooperatively with others to resolve escalated, complex, mission-critical customer issues within contractual guidelines.
Share discoveries and expertise by authoring content for peers and customers.
Engage with Development, Product Management, Service Delivery, and Customer Support teams for other Oracle products to resolve customer issues while remaining accountable for customer expectations.
Proactively identify customer needs and engage internal resources to ensure customer success.
Work weekday shifts covering evening hours up to 8:30 pm local time. 8-hour shifts are typical. Occasional 24x7 weekend on-call shifts required (critical tickets only).
Possess superb software troubleshooting skills.
Display knowledge of RESTful web services, particularly how to troubleshoot a REST request/response.
Demonstrate ability to interpret Java stack traces and processing flows from thread dumps. Java heap dump analysis ability is a plus.
Possess Java EE applications knowledge, particularly with EARs, Servlets, JSPs, and transactions.
Show working knowledge of SQL, JDBC, and relational databases.
Experience in Oracle ATG Web Commerce, Oracle Commerce Cloud and/or Endeca Guided Search is desirable. This includes general e-commerce concepts such as personalization, shopping carts, customer service, content creation and management; and general search concepts such as guided search, search interfaces, and relevancy ranking.
Communication: Excellent oral and written communication skills; describe complex technical ideas and concepts effectively; synthesize concepts and present step-by-step 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: Delight customers by satisfying their technical and business needs; understand the impact of customers' technical and business requirements.
Quality: Ability to quickly switch contexts in stressful, time-sensitive situations; generate new ideas and develop tools for continuous improvement; follow internal processes and tools to exceed customer expectations.
Working Globally: Commit to global work processes including occasional 24x7 weekend shifts; collaborate and communicate with customers and team members from diverse cultural backgrounds.
Problem Solving: detect patterns, 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.
Top skill sets / technologies in the ideal candidate:
Technical Support Experience
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.
Other Locations: US-CO,Colorado-Colorado Springs
Job Type: Regular Employee Hire
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