Oracle Oracle Commerce Technical Support Engineer in Colorado Springs, Colorado
Oracle Commerce Technical Support Engineer
Oracle Commerce Technical Support Engineer
This is your opportunity to join a leader in digital commerce and work with a comprehensive technology platform to process, store, manage, search and analyze structured and unstructured information – enabling businesses to make stronger and more profitable decisions. Oracle Commerce enhances cross-channel commerce, merchandising, and online customer experiences.
The Oracle Commerce Product Support team provides high quality customer support to companies around the globe using our e-commerce solutions. Oracle provides excellent career opportunities through employee development and hands-on experience supporting Oracle customers worldwide.
Primary job responsibility is to troubleshoot and resolve technical issues in Oracle Commerce products (ATG Web Commerce, Endeca Guided Search, and Commerce Cloud). Requires strong technical background in core technologies.
Demonstrate strong customer focus; able to interact directly and frequently with global customers on the phone and through written communication.
Process oriented; ability to learn internal support processes, and evaluate and provide feedback on them to management.
Possess excellent software troubleshooting skills. Ability to work independently. Manage high severity, escalated, complex, mission critical customer issues within contractual guidelines. Ability to quickly switch contexts in stressful, time-sensitive situations.
Create technical documents for peers and customers (My Oracle Support Knowledge Articles). Periodically review and update technical documents to maintain relevancy.
Ability to work weekday shifts covering evening hours up to 8:30 PM local time. 8 hour shifts are typical. Occasional 24x7 weekend on-call shifts required (critical tickets only).
Engage with Development, Product Management, Service Delivery, Critical Accounts, and Customer Support teams for other Oracle products to resolve customer issues and problems using the software while remaining accountable for customer expectations. Proactively identify customer needs and engage internal resources to ensure customer success.
Knowledge of RESTful web services, particularly how to troubleshoot a REST request/response.
Ability to interpret Java stack traces and processing flows from thread dumps. Java heap dump analysis ability is a plus.
Java EE applications knowledge, particularly with EARs, Servlets, JSPs, and transactions.
Working knowledge of SQL, JDBC, and relational databases.
Oracle ATG Web Commerce, Oracle Commerce Cloud and/or Endeca Guided Search experience is desirable. This includes general e-commerce concepts such as personalization, shopping carts, customer service, content creation and management; and general search concepts such as guided search, search interfaces, and relevancy ranking.
Communication: Excellent communication (written and oral) skills; describe complex technical ideas and concepts effectively; synthesize concepts and present step-by-step instructions to customers; provide general advice when specific steps are not available or applicable.
Influencing & Negotiating: discuss and arrive at a mutually acceptable solution; convince others to take appropriate action.
Customer Focus: Focus on satisfying the technical and business needs of Customers; understand the impact of customers' technical and business requirements.
Quality: Adhere to internal processes and tools to meet Service Level Agreements; generate new ideas for continuous improvement.
Working Globally: Adhere to global work processes, including occasional 24x7 weekend shifts; collaborate and communicate with customers and team members from diverse cultural backgrounds.
Problem Solving: analyze causes, identify alternatives, and recommend the best solution to customers; synthesize complex sets of documentation and knowledge-articles; read and interpret log files and source code; reproduce issues in-house and accurately report defects to product development
Top 3 skill sets / technologies in the ideal candidate:
Technical support experience
Detailed Description and Job Requirements
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 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.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
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.
Other Locations: US-CO,Colorado-Colorado Springs
Job Type: Regular Employee Hire