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"Technical Support Engineer - Oracle Cloud CPQ Support (Deerfield, IL)" (21000BSN)


Technical Support



Deerfield, Illinois, United States

"**Technical Support Engineer - Oracle Cloud CPQ Support (Deerfield, IL)****Preferred Qualifications****_Do you enjoy programming or solving complex problems?_**Oracle Cloud CPQ is the number 1 choice of many Fortune 500 organizations in helping their sales team sell more and sell it faster.Oracle Cloud CPQ Support is seeking highly-talented technical support engineers to bolster our existing staff and assist large organizations in supporting their CPQ Cloud implementation.A Technical Support Engineer for CPQ Support you will work directly with customer admins to troubleshoot functional issues and provide guidance on general how-to questions regarding the CPQ product.If you are great working in a customer service environment, enjoy the challenge of solving problems, and have a general coding background, **_this role may be for you._**As a Technical Support Engineer, you will:+ Troubleshoot coding issues with HTML, CSS, XSL/XML, Javascript and Java-based programming languages;+ Troubleshoot issues with CRM and 3rd party integrations including Oracle Sales Cloud, Salesforce, and MS Dynamics;+ Debug Web Service calls in communication with CPQ sites or 3rd party business systems;+ Debug output document issues with PDF, RTF, DOCX, Antenna House/PDF Merge, Excel output, HTML output;+ Utilize web page debugger tools including Firebug, Web Developer, Web Service debugger tool to solve use cases and test issues with Firefox, Chrome and Internet Explorer.+ Communicate recommendations for proactively and reactively resolving customer issues with the CPQ application.+ Support fully customized customer implementations of CPQ starting at the implementation phase and after the go-live.+ Perform Root Cause Analyses on existing Support tickets to identify opportunities for product/process/documentation improvements.Requirements:+ BS Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e. CNE, MCSE, CPA, Oracle, etc.).+ 3-7 years experience preferred working in a customer facing role.+ Experience and comfort with programming technologies such as Java, HTML, and XSL.+ Excellent problem solving, critical thinking, and analytical skills related to the software space.+ Ability to quickly learn new technologies and new programming languages as necessary.+ Knowledge of user interface design and web design constraints.+ Experience with eCommerce and CRM solutions is helpful, but not required.+ Willingness to work off hours (nights and weekends) as urgent customer needs dictate.+ Must be personable, friendly, and able to work efficiently under time constraints.+ Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others.+ A customer-centric approach to communication and problem-solving.+ Ability to act independently while researching and developing solutions to customer issues but also able to collaborate in a team environment.Role Summary:Common tasks performed:+ Identify, develop, and execute an individual development plan with minimal management direction.+ Participate in process planning and make recommendations for improvements to the business.+ Act as a mentor in assisting less experienced engineers in isolating problems, workarounds and solutions.+ Champion initiatives and be an advocate for support.+ Participate in team meetings and encourage knowledge sharing.+ Act as a process/technical point of contact for your product/competency area.+ Conduct Technical interviews for potential candidates.+ Network across competencies, with management & senior resources to gain visibility within the organization.+ Act as a technical lead when in communication with external customer(s), service delivery managers, 3rd party vendors, and managers.+ Manage all severity and escalated issues within guidelines.+ Proactively identify customer needs and facilitate engagement of internal resources to ensure customer success.+ Engage with Development as appropriate to review customer bug priorities.+ Create/modify/review knowledge content and participate in other Knowledge Management initiatives.+ Participate in Beta programs and product/platform testing.+ Participate in additional department projects or tasks as required.**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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).**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.****Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.****Job:** Support**Location:** US-IL,Illinois-Deerfield**Job Type:** Regular Employee Hire**Organization:** Oracle"