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 x86 Technical Support Engineer, you will be the providing technical support to Oracle Service customers for problem resolution related to their Oracle equipment. This could include:
· Provide post-sales, Hardware support or facilitate resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable
· When necessary, escalate calls to the appropriate level of support with complete and accurate information.
· Display and maintain high level of professional behavior at all times.
· Assist in ensuring Customer Satisfaction goals are met.
· Documenting resolutions to assist with possible future problem resolution.
· Effectively prioritize workload and manage list of outstanding customer queries.
· Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise.
· Communicate confidently with Sustaining and Product Development Engineers in matters relating to the Systems x86 Team and customers.
Desired Knowledge and Experience:
· Expertise with the concepts of
Server hardware(X86/64) Or SPARC platform, RAID, Memory, ILOM / Bios.
· Hands-on and remote troubleshooting experience on server hardware and software, system level troubleshooting skills and system administration skills in window, Linux or Solaris
Exposure and expertise with Server hardware, Cloud environment, datacenter knowledge and hands-on experience.
· Understanding of the concepts of technical support including responding to customer issues within deadlines.
· Highly self-motivated, able to handle multiple tasks in a fast-paced environment.
· Effective team work skills & able to work independently.
· Sound organizational and planning skills.
· Customer focused, with a pro-active and responsive approach.
· Skills in troubleshooting and problem resolution. Strong analytical skills to resolve complex problems with minimal or confusing information.
· Good customer interaction skills.
· Ability to self-learn new technologies or product features.
· Excellent telephone and e-mail etiquette are essential.
· Ability and level of comfort with speaking on the phone for extended periods of time.
· Excellent verbal and written English Language communication skills.
· Japanese language skills.
Career Level - IC3
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.
As a x86 Technical Support Engineer, you will be the providing technical support to Oracle Service customers for problem resolution related to their Oracle equipment. This could include:
· Provide post-sales, Hardware support or facilitate resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable
· When necessary, escalate calls to the appropriate level of support with complete and accurate information.
· Display and maintain high level of professional behavior at all times.
· Assist in ensuring Customer Satisfaction goals are met.
· Documenting resolutions to assist with possible future problem resolution.
· Effectively prioritize workload and manage list of outstanding customer queries.
· Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise.
· Communicate confidently with Sustaining and Product Development Engineers in matters relating to the Systems x86 Team and customers.
Desired Knowledge and Experience:
· Expertise with the concepts of
Server hardware(X86/64) Or SPARC platform, RAID, Memory, ILOM / Bios.
· Hands-on and remote troubleshooting experience on server hardware and software, system level troubleshooting skills and system administration skills in window, Linux or Solaris
Exposure and expertise with Server hardware, Cloud environment, datacenter knowledge and hands-on experience.
· Understanding of the concepts of technical support including responding to customer issues within deadlines.
· Highly self-motivated, able to handle multiple tasks in a fast-paced environment.
· Effective team work skills & able to work independently.
· Sound organizational and planning skills.
· Customer focused, with a pro-active and responsive approach.
· Skills in troubleshooting and problem resolution. Strong analytical skills to resolve complex problems with minimal or confusing information.
· Good customer interaction skills.
· Ability to self-learn new technologies or product features.
· Excellent telephone and e-mail etiquette are essential.
· Ability and level of comfort with speaking on the phone for extended periods of time.
· Excellent verbal and written English Language communication skills.
· Japanese language skills.
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
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