Job Description

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. The candidate will interact with multi-functional teams including Production Support, Product Management and Development. You will be a trusted advisor who our customers rely on to provide standard methodologies and knowledge when using the Oracle | Responsys B2C Marketing Cloud Services

Career Level - IC4

Responsibilities

Primary Responsibilities

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

Trouble shoot issues that cannot be resolved by Tier2 support

Collaborate closely with Development and Operations to solve complex issues

Demonstrate your knowledge to achieve domain expert status (SME)

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

Demonstrable ability to mentor and display leadership and ownership of issues

Set up and document trouble shooting procedures

Responsible for creating 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

Required to provide some Holiday coverage

Experience and Skills

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

5-7 years customer support experience for Enterprise software applications

2+ years with multi-tiered application support experience

1+ year in senior/critical issue role

2+ years of experience in a SaaS environment

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

Strong problem solving skills

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

Strong SQL performance debugging skills is a plus

Solid experience with solving issues using information provided in logs such as Kibana

Experience developing or maintaining Java-based software and applications is a plus

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

Ability to develop and deliver training sessions to peers.

Great opportunity, apply today!

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and ADD

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

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