EBS Senior Technical Support Engineer

ORACLE ROMANIA - 1 poziție
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Candidatul Ideal

Degree Level & Equivalent Measures:
• Technical degree i.e., BS Computer Science/Management Information Systems/ Science/ Engineering/ Math/Physics/Chemistry OR proven relevant years professional/ technical experience (preferably Oracle) would take the place of a degree OR (for Applications) functional (e.g., BA finance) degree with higher level technical degree/appropriate work experience OR (for Applications) proven professional/ technical experience, i.e., demonstrates an understanding of Applications at a functional and technical level, (preferably Oracle) .


• Greater than 5 years experience with Business Information Technology;
• Work experience with Oracle and non-Oracle products and technologies including: Database Technologies, Internet Technologies, Application Development Tools, Operating Systems, Programming Languages and ERP systems;
• Knowledge of Java language and Java programming tools;
• Ability to Read, Write and debug PL/SQL;
• Strong with SQL – Read, Write and Build own diagnostic scripts;
• Desirable - The candidates need applications technical knowledge but also a depth of technical knowledge to include Unix, NT, relational and hierarchical database.

Functional (ERP Applications):
• Knowledge of ERP Applications and business process;
• Desired skills: Oracle Process Manufacturing/Oracle Supply Chain Applications/Discrete Execution.

Personal Attributes:
• Proactive;
• Problem Solving/Analytical Skills;
• Effective Communication (verbal and written);
• Focus on Relationships (internal and external);
• Influencing/Negotiating;
• Teamwork;
• Results Focused;
• Escalations Management;
• Expertise (maintaining professional in own discipline);
• Enthusiasm;
• Flexibility;
• Organizational Skills;
• Coaching/Knowledge Transfer Ability.

Descrierea jobului

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.

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model;
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards;
• Service request resolution in a collaborative environment with the customer;
• Maintaining product expertise in assigned cluster;
• Reducing escalations;
• Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc.;
• Contributing to Knowledge Management content creation and maintenance;
• Participating in Root Cause/Corrective Action activities defined within the product area in order to further enhance the customer experience and improve the Oracle product;
• Working with development on product improvement programs (testing, SRP, BETA programs etc) as required;
• Operating within Oracle business processes and procedures;
• Respond and resolve customer issues within Key Performance Indicator targets;
• Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area;
• Ensure the timely completion of planned proactive tasks and Service Requests• Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests.

Descrierea companiei

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.

Our mission is to transform our world for the better through innovative technologies.

We are creators, free-thinkers, and basically a bunch of tech enthusiasts who are eternally asking ‘what if.’ This anything-is-possible mindset is what sets us apart. It’s how we delivered the world’s first Autonomous Database and how we continue to find new ways to apply emerging technologies like AI, machine learning, Blockchain, and Internet of Things.

A career at Oracle is defined by you. We give you the freedom—and the skills—to write your own success story. Whatever avenue you go down, you’ll gain priceless learning experiences and be supported to do your best work.

We value creative problem-solving, collaboration, and the belief that the next big idea can come from anyone in the company.When everyone’s voice is heard and valued, we are inspired to go beyond what’s been done before.

Create the future with us, explore careers at Oracle.

Publicat 31 ian. 2022 Reactualizat 2 mar. 2022 Expiră 2 mar. 2022
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