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.
AddThis is the world s largest provider of social sharing solutions on earth. More than 15 million sites use our tools to make it easy for billions of visitors to share content across more than 200 social networks every month. Our tools are simple to set up, beautiful to look at, super effective, and best of all, free!
At AddThis, we re obsessed with ensuring our customers are happy and have a dedicated support team comprised of friendly, knowledgeable, hard working, detail-oriented problem solvers who focus on that exclusively.
To support continued growth, we re looking to add another stellar Support Engineer to field a wide range of technical inquiries by customers of various size, industry, and location from the individual bloggers, to the Fortune 500, you'll be responsible for responding to customers quickly, resolving issues thoroughly, and collaborating with the product & engineering teams to fix bugs you ve identified.
In this role, you ll also be
Fielding an average of 35 customer inquiries per day primarily via our internal customer relationship management system, and possibly via call if necessary and time efficient
Digging deep to understand the problem a customer is trying to solve
Explaining technical solutions simply, using short words, screenshots, or a quick video tutorial
Troubleshooting issues that customers might have implementing our tools on web publishing / e-commerce platforms such Wordpress, Magento, SquareSpace, Shopify, Joomla, or Drupal
Identifying bugs and broader issues that need to be addressed by the product and/or engineering teams and creating thorough, context-filled tickets that will help them do so.
Creating new and updating existing support documentation on an as needed basis while thinking of ways we could help the customer solve issues on their own faster and more effectively
Monitoring and responding to support-related inquiries left in the comments section of our blog and support forums of online platforms such as Twitter, Facebook, StackOverFlow, GitHub, youtube, etc.
You might be a great fit for this role if
You have 2-4 years of prior experience in internal & external technical customer support
You are excellent at written communication and writing clear, concise customer-facing instructions
You have prior experience setting up & administering content management systems such as Wordpress, Magento, SquareSpace, Shopify, Joomla, and Drupal.
You have prior experience working with ticketing management software (i.e: Desk, Zendesk, etc)
You are proactive, detail-oriented, & own customer issues from contact to resolution
You appreciate the importance of maintaining up-to-date technical documentation
You empathize with customers and maintain a professional demeanor at all times
You have a voracious appetite for learning new things and doing research
You aren t afraid to ask questions if you don t understand something as well as you d like to
You are proactive, detail-oriented, and thorough at completing tasks with minimal supervision
You are familiar with Google Chrome Developer Tools or really interested in mastering them
You are highly organized and effective at time & task management
You don t mind working remotely or as part of a team that is primarily remote
You have prior web development experience or a keen interest in learning
Location: United States
Requisition ID: 180000XL