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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 technical questions regarding the use of and troubleshooting of our Electronic Support Services. As 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 Sr. Support Engineer, you will be the technical interface to customers for the resolution of problems related to the use of Oracle products. You will need to have in-depth knowledge of several products and/or platforms. Also, you should 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.

Shift Format:

This role will involve working a 24x7 shift rotation alternating between dayshift and nightshift and will include on-call or overtime during weekends and public holidays as needed.

Summary of Responsibilities:

• Provide exceptional customer service, technical assistance and training to internal and external customers

• Learn, Support, and use groundbreaking technologies

• Prompt and accurate response to questions from customers and prospective customers about the features and capabilities of our services

• Apply troubleshooting techniques to provide unique solutions to our customers' needs

• Assess ticket priority, escalate as necessary through proper channels to resolve issues in a timely manner

• Resolve issues timely and accurately to help the team meet expected metrics and SLAs

• Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems

• Monitor release notes to obtains understanding of new or updated services

• Prepare evaluations of services or processes and recommend improvements

• Develop customer-facing or internal documentation on an as-needed basis

• Communicate customer needs to leadership team

• Should have a passion for technology and troubleshooting complex customer problems

• Should be able to communicate effectively with other team members as well as members of the Sales, Engineering, and Operations teams

Requirements:

• Romanian citizen

• Minimum of three years of experience in a technology-related field or discipline

• Experience with customer success strategies, technical support

• Knowledge of Networking (DNS, TCP/IP)

• Exposure to Virtualization (VMware, Xen, Hypervisor)

• Experience in IPsec and SSL VPN, Load Balancing, Routing Protocols, SSH, Network Monitoring / Troubleshooting tools

• Experience with various routers and firewall appliances from: Cisco, Juniper etc.

• Comfortable communicating solutions to customers across a wide variety of skill-sets

• Able to work autonomously and collaboratively as appropriate.

• Tenacious with a passion for learning new and unfamiliar concepts.

• Comfortable working with customers in person, by phone and via email.

• Cultural fit is important. You should embody our core values of trust, passion, performance and respect.

Preferred experience:

• Previous experience in a service industry is preferred.

• Experienced in one or more of the following areas: Cloud Storage, Cloud Computing, Operating Systems, Networking, Middleware etc.

Responsibilities

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.

About Us

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.

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