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Oracle Technical Analyst 3-Support, COLORADO SPRINGS, CO in Petaluma, California

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.

TIER II TECHNICAL SUPPORT ENGINEER

LOCATION: COLORADO SPRINGS, CO

Modern Marketers choose Oracle Marketing Cloud to build customer obsessed cultures, create and manage ideal customers, and power revenue performance. They use award-winning technology and expertise to transform marketing by truly knowing the customer, engaging with cross-channel marketing, and achieving data driven accountability. Integrated information from cross-channel, content, and social marketing with data management that enables these businesses to target, engage, convert, analyze, and use award-winning marketing technology and expertise to deliver personalized customer experiences.

The objective of the Technical Support Engineer is to provide comprehensive telephone/e-mail/ticketing technical and application support in a fast-paced 24x7 SaaS environment. In this role you will act as a trusted technical resource to Oracle | Responsys customers and must possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. You will be a trusted advisor who our customers rely on to provide best practices and knowledge when using the Oracle | Responsys B2C Marketing Cloud Services!

Essential Duties and Responsibilities

Oversee client service requests

Troubleshoot issues and liaise with Operations and/or Engineering teams as necessary to resolve issues

Gather client product feedback to help product management define the product roadmap

Maintain a detailed understanding of product architecture, technical components and application functionality

Leverage your knowledge of the product to achieve subject matter expert status

Ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues

Proven ability to mentor and display leadership and ownership of issues

Document troubleshooting procedures for new product features and issues

Create knowledge base articles for both internal and customer facing solutions

Provide on-going training to Support team members

Required to participate in the weekend on-call rotation and maintenances

Required to provide some Holiday coverage

Essential Qualifications, Skills, Abilities, and Background

Bachelor's degree in information technology, computer science or a related field or equivalent experience

3 years customer support experience for software applications

2 years with multi-tiered application support experience

Experience supporting marketing automation products

Experience with cloud-based/SaaS solution offerings- preferably in the area of marketing automation

Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies

Call Center/Customer Service

Strong Analytical capabilities

Excellent organization, project management, time management, and communication skills

Willingness to 'roll up one's sleeves' and assist wherever needed

Team player who will work within the company to continue improving the way Oracle serves its clients

Strong written and verbal communication skills with experience communicating at all levels of client organizations.

Working knowledge of Linux/Unix

Working knowledge of relational database management systems with the ability to write and debug SQL queries

Excellent troubleshooting skills and methodology

Some basic programming skills and experience (Unix scripting, HTML, Java, C , etc) helpful

Strong customer service skills

Experience documenting cases using a ticket tracking application such as Jira, Remedy, Siebel, etc.

Experience with Responsys Interact is a plus

Experience and aptitude in creation of technical documentation is a plus

Experience with Apache FreeMarker is a plus

Experience with Web Service/API is a plus

Experience with XML is a plus

Working experience supporting mobile technologies is a plus (SMS, MMS, Mobile Apps)

Ability to function and thrive in a team environment with an appreciation of aggressive goals

Fluent in Spanish and/or Portuguese a HUGE plus

Work hours: 10 am -7 pm MT.

Job: *Support

Organization: *Oracle

Title: Technical Analyst 3-Support, COLORADO SPRINGS, CO

Location: United States

Requisition ID: 190012O3

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