Technical Support Engineer - Financial Services

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.

Career Level - IC3

Responsibilities include:

• Providing real time responses to customer inquiries.
• Interact with our customers via the telephone, web and other electronic channels.
• Become a skilled engineer by working with a wide range of Oracle products.
• Research, re-create and test issues.
• Create knowledge notes for resolved issues.
• Act as a team member that contributes to solutions and customer satisfaction.
• Adapt to a fast paced and changing technical environment.
• Manage your time to effectively address all of your customers needs.
• Assist in providing regional coverage for Financial Services and Insurance products
• Actively engage in collaboration and brainstorming with Support, Development and other internal cloud support teams
• Work with other lines of business in the Global Business Units to develop SaaS solutions
• Participate on various projects and initiative to support business processes

Required Qualifications and Skills:

• Bachelor's degree preferably in Computer Science or Information Systems, or equivalent experience
• Excellent verbal and written communication skills in English
• Desire advocate for customers and drive success through issue resolution
• Develop effective working relationships with customers and internal teams
• Ability to multi-task and work on many client issues at once
• Strong team work ethic required to successfully meet operational goals
• Strong organizational Skills
• Experience using Microsoft Excel and other tracking tools
• Understanding of Cloud services

Desired Qualifications and Skills:

• Experience with deploying, configuring, and troubleshooting web applications on Tomcat, WebSphere and WebLogic
• Experience with Database backup and restoration activities (Oracle, DB2, SQL)
• Understanding of application-to-application communication interfaces utilizing web services architecture using XML, SOAP, and WSDL
• Knowledge of queuing message systems (JMS and WebSphere MQ)
• Competent understanding of UNIX, (AIX, SUN, LINUX), and Windows operating systems
• Familiar with batch processing logic and concepts
• Ability to troubleshoot and resolve complex application and technical problems
• Knowledge of Programming / scripting (Java, C++) a plus
• Ability to grasp new and/or unfamiliar technologies quickly
• Understanding of Virtualization Technologies