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 Systems Engineer, you will interface with the customer's IT staff on a regular basis. Either at the client's site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.
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+ Perform more complex troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally
+ Perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers
+ Prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations
+ Collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals
+ Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation
+ At least 6 years total combined related work experience and completed higher education, including:
+ At least 1 year system administration and/or system engineering work experience
+ At least 5 years additional work experience directly related to the duties of the job and/or completed higher education, including:
+ Bachelor's degree in Computer Engineering, Computer Science, Information Systems, Software Engineering, or related field, or equivalent relevant work experience
+ May be required to lift up to 20 lbs., i.e. server, network equipment
+ Perform other responsibilities as assigned
+ Willing to work additional or irregular hours as needed and allowed by local regulations
+ Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
**Diversity and Inclusion:**
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation. .
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
**Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.**
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**
- Business Requirements
- Computer Engineering
- Customer Demand Planning
- Customer Relationship Management
- Customer Satisfaction