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About the position
Oracle Technical Support is dedicated to assisting our customers and partners in resolving problems experienced during implementation, administration and maintaining the Oracle Analytics products (BIEE/OAS,OAC/FDI/NSAW). The Oracle Analytics products and tools are mission critical tools for our customers. The support personnel contribute to continuous product and service improvement by identifying complex issues, performing product and documentation reviews, taking initiative for process improvement and internal systems design. As a Senior Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an experienced member of the technical problem solving/problem avoidance team, routinely sought after to address complex, critical customer issues. No travel to customer side is required. You will offer support to our customers through web conferences, phone calls and web updates.
Responsibilities
- Assist customers and partners in resolving problems with Oracle Analytics products.
- Identify complex issues and contribute to product and service improvement.
- Perform product and documentation reviews.
- Initiate process improvement and internal systems design.
- Provide strategic technical support to ensure customer satisfaction.
- Create and utilize automated technology to diagnose and resolve customer issues.
- Support customers through web conferences, phone calls, and web updates.
Requirements
- US Citizenship required.
- Ability to cover shifts on rotation, including weekends, holidays, and weeknights.
- Experience in technical problem solving and customer support.
Benefits
- Flexible medical, life insurance, and retirement options.
- Volunteer programs to encourage community involvement.
- Commitment to diversity and inclusion in the workplace.
