Job Description

　　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 solving 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 intensified 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 interventions from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

　　Job duties are varied and complex applying 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)

　　Responsibilities

　　Primary Responsibilities

　　Provide Tier 2 support critical issue services for the supported customer base

　　Solve issues and liaise with customer, SME, Product Management and Development as necessary to resolve issues.

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

　　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

　　Work with Operations and Development teams to resolve more complex issues

　　Set up and document fixing procedures for new product features

　　Responsible for creating knowledge base articles for both internal and customer facing solutions

　　This position also requires participation in the on-call rotation over week days and week ends.

　　Shift timing would be 6 AM to 2:30 PM IST or 11:30 to 8 PM IST. Cab facility is available.

　　Experience and Skills

　　Bachelor's degree in information technology, computer science, or a related field is a plus

　　5-7 years customer support experience for software applications

　　2-3 years of application development experience is preferred.

　　Excellent verbal and written communication skills

　　Outstanding interpersonal and telephone skills

　　Proficiency writing and debugging SOAP and REST APIs

　　Proficient in one or more of the following languages: C#, Java, Javascript, PHP, Objective-C, Swift

　　Familiarity with Android studio and/or Xcode and mobile app development is a plus

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

　　Basic working knowledge of Linux/Unix

　　Strong problem solving skills

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

　　About Us

　　As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

　　When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

　　We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

　　Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

　　We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

　　Disclaimer:

　　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 will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

　　* Which includes being a United States Affirmative Action Employer