Senior Support Engineer

About the role

This role serves as a point of contact for customers, fielding inquiries via phone or electronic channels. It involves providing technical support by troubleshooting and resolving moderately complex issues, preparing and conducting training for new product releases and/or functionality updates, and collaborating with internal teams to resolve design, reliability, and maintenance issues.

Responsibilities

• Customer Support and Advocacy: Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means. Provides technical support to customers by answering technical questions, troubleshooting and resolving moderately complex issues related to assigned product(s).
• Technical Problem-Solving and Resolution: Leverages advanced understanding of problem resolution, which may include fix delivery and product certification to research, re-create, and test advanced technical issues for assigned product area(s) issues reported by customers to ensure a resolution. Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed.
• Technical Support Documentation: Documents activities taken on service request and/or product documentation, leveraging troubleshooting guides and/or Knowledge Base articles, through resolution. Prepares troubleshooting guides and/or creates Knowledge Base articles for non-routine events and/or resolved issues.
• Technical Support Collaboration: Maintains a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s) and broad understanding across all Oracle product ecosystems and customer environments in advanced scenarios. Consults internal teams and stakeholders on diverse and advanced customer situations and technical issues. Contributes to and participates in cross-functional training, workshops, and collaborative projects and initiatives to support business processes and key business initiatives.
• Technical Support Improvement: Leverages automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues. Identifies frequently reported issues and recommends ideas to contribute to the reduction of repetitive issues, escalating as needed. Identifies and recommends enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.
• Strategic Planning: Begins to collaborate with management to contribute to projects and initiatives for product, process, and customer experience improvements.

Qualifications

• Advanced understanding of Oracle products and customer environments.
• Ability to troubleshoot and resolve moderately complex technical issues.
• Experience in preparing and conducting training for new product releases and/or functionality updates.
• Strong communication and collaboration skills.
• Proficiency in using automation/tooling (e.g., A.I. Assistance).

Skills

• Oracle product knowledge
• Technical problem-solving skills
• Training and documentation creation
• Collaboration and partnership-building
• Automation and tooling proficiency

Benefits

Comprehensive benefits package including medical, dental, vision, short-term and long-term disability, life insurance, AD&D, supplemental life insurance, 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, paid sick leave, adoption assistance, employee stock purchase plan, financial planning and group legal, and voluntary benefits.

Pay

Hiring Range in USD from: $51,900 - $132,400 per year. May be eligible for bonus and equity.

Schedule

The role is full-time and permanent.