Oracle Oracle Dyn Technical Support Representative - WEEKEND SHIFT in Dublin, Ireland
Oracle Dyn Technical Support Representative - WEEKEND SHIFT
This role entails working a weekend shift on a permanent basis, either Friday to Monday or Thursday to Sunday
We are continuing our fast paced growth, bringing on new customers around the world on a daily basis. Our Enterprise Technical Support team is responsible for making sure customers receive prompt & informative answers to their inquiries and any issues are resolved as quickly as possible. You will find yourself assisting the owners of well known web sites and smartphone apps, up and coming startups and even Fortune 500 companies.
Should have a passion for technology and troubleshooting complex problems. For those who want a challenge, want to dive in deep and learn the technologies our products are built on. If you enjoy providing customers with the high quality support experience that you would expect in their shoes, this is the position for you.
Authoritative DNS (Oracle Dyn Managed DNS)
Email relay (Oracle Dyn Email Delivery)
Intelligence and analytics (Oracle Dyn Internet Intelligence)
Cloud services (Oracle Cloud Infrastructure)
Job Duties include:
Provide exceptional customer service, technical assistance and training to customers and colleagues.
Thorough communication with other team members, Sales, Engineering, and Operations teams.
tracking of actions and processes while working on customer issues.
Respond promptly and accurately to questions from customers about the features and capabilities of our services.
Identify best practices customer's services and advise on corrective actions.
Assess ticket priority, escalate as necessary through proper channels, meet expected metrics and SLAs.
Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
Monitor release notes to maintain understanding of new or updated services.
Prepare evaluations of services or processes and recommend improvements.
Develop customer facing or internal documentation as needed.
Communicate customer concerns to leadership team accordingly.
Required skills and experience:
Five years of experience in a technology related field.
Experience working with a cloud infrastructure platform (IaaS/PaaS) or cloud security services.
Experience with customer success strategies, technical support / helpdesk, and/or sales engineering roles.
Comfortable communicating solutions to customers across a variety of protocols.
Able to work autonomously and collaboratively as appropriate.
Comfortable working with customers in person, by phone and via email.
Tenacious and ready to learn new and unfamiliar concepts.
Additional desired Skills:
- Ability to write and speak multiple languages.
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, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire