Senior Technical Support Engineer - Zapopan, México - Oracle

Oracle

Empresa verificada

Zapopan, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Essential Duties and Responsibilities

Oversee post sales customer service requests
Troubleshoot issues and liaise with next level SMEs (Subject Matter Experts)
Work closely with Operations when managing requested tasks
Gather client product feedback to help product management define the product roadmap
Ensure that the highest level of client satisfaction is achieved through ongoing communication and prompt resolution of client issues
Proven ability to mentor and display leadership and ownership of issues
Document troubleshooting procedures for new product features and issues
Create knowledge base articles for both internal and customerfacing solutions
Participate in ongoing training to Support team members
Required to participate in the weekend oncall rotation and maintenances
Required to provide some Holiday coverage
Shift : Monday to Friday. 9am to 6pm pacific

Essential Qualifications, Skills, Abilities, and Background

Bachelor's degree in information technology, computer science, or a related field or equivalent experience
Strong customer service skills
Experience with cloudbased/SaaS solution offerings

- preferably in the area of marketing automation

Strong Analytical capabilities
Excellent organization, time management, and communication skills
Willingness to 'roll up one's sleeves and assist wherever needed
Ability to function and thrive in a team environment with an appreciation of aggressive goals
Strong written and verbal communication skills with experience communicating technical concepts to a nontechnical audience
Working knowledge of data and relational database systems (SQL, Merge concepts, Filters).
Excellent troubleshooting skills and methodology
Experience with researching log files to determine root cause of an issue (using tools such as Kibana)
Working knowledge of Linux/Unix a plus but not required
Some basic programming skills and experience (Unix scripting, HTML, Java, C++, etc) helpful
Experience with Responsys Interact is a plus
Experience and aptitude in the creation of technical documentation is a plus
Experience with Apache FreeMarker is a plus
Experience with Web Service/API is a plus
Experience with XML is a plus
Working experience supporting mobile technologies is a plus (SMS, MMS, Mobile Apps)
Experience with Android Studio is a plus

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 mínimal direction from management.

In this position, you will routinely act independently while researching and developing solutions to customer issues.