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Customizations Support Engineer

Oracle Bozeman, MT
  • Posted: June 07, 2019
  • Full-Time

**Customizations Support Engineer**
**Preferred Qualifications**
**CustomizationsSupport Engineer**
We have one charter within the Oracle Service Cloud Technical
Support team and that is to deliver superior customer experiences by responding
quickly to customer requests, interacting in a highly personalized way, and
solving customer issues as quickly as possible.
As part of the Oracle Service Cloud, we support nearly 2000 global
customers who serve more than 8 million users per day on our Oracle Service
Cloud CX Suite - a cloud based technology platform that empowers our customers
to engage directly with their customers through great Social, Web, and Contact
Center experiences. Our approach to providing technical support is
comprehensive, from resolving minor issues with no business impact to the
highest business impacting issues requiring detailed technical diagnosis and
immediate issue resolution.
We are a global organization with US Support Centers in Bozeman,
MT, San Mateo, CA, and Boulder, CO as well as International Support Centers in
London, Amsterdam, Tokyo, and Sydney. If you are passionate about delivering
great customer experiences and have the skills required for the role, we invite
you to apply for a position on our team!
This is a two-role position within the Escalation Support:
Customizations team, with separate - but equally rewarding -
responsibilities. As a customizations support engineer, you will be
the technical interface to our customers for resolution of problems related to
the development side of our Oracle Service cloud products. The
second part of this position is that of an operations specialist, who will be
responsible for working with Technical Support managers, agents and outside
entities as they relate to Technical Support Operations
projects. The individual in this role will report up to the
Technical Support operations manager. Review of project statuses and
additional workflow details will occur on a regular basis.
You will be responsible for fostering continual improvement of the
internal tools and their use, setting and maintaining high standards of
performance and ensuring timely delivery with the greatest possible quality
while maintaining data security.
**Responsibilities**
* Create
integrations for RightNow CX as used by Technical Support, i.e. browser
controls, external events, add-ins,and CPMs
* Create and
edit reports for management
* Modify and
maintain aspects of Oracle Service Cloud End User Pages at cx.rightnow.com as
they pertain to Technical Support
* Maintain CX
workspaces and workflows for use by Technical Support
* Perform
core functionality testing for quarterly Oracle Service Cloud releases
* Maintain
Oracle Service Cloud business rule base in aspects that pertain to Technical
Support
* Maintain
dashboards for use by Technical Support agents
* Project
Scoping and Design
* Meet
Project Deadlines with accuracy
* Communicate
clearly and accurately with all points of Contact related to assigned duties
* Write and
troubleshoot add-on using PHP, RightNow Connect and other tools as needed
* Create
robust solutions to Technical Support issues within the internal site
* Work with
members of the operations team in a collaborative effort when needed in all
areas of the department
* Prioritize
work on several projects at a time.
* Write
complex reports to fulfill internal requests
* Other
duties as assigned and determined by Technical Support Operations Manager
**Essential Knowledge, Skills,Abilities, and Background**
+ 2-3 years experience in Internet technologiesand operation (PHP, MySQL, XML, HTML, CSS, SOAP), Relational DatabaseManagement Systems (MySQL), and call center technology
+ Exposure to software development, debugging,documentation, and troubleshooting
+ Exposure to programming, ideally in Java,j-query and some C language
+ Ability to manage multiple projects anddeadlines
+ Ability to prioritize
+ Strong logic, reasoning, and math skills
+ Exceptional communication skills: ability toaccurately and precisely communicate instructions, steps, seek informationfrom clients and empathize both verbally and in writing: Must havetechnical writing capabilities
**Preferred skills, abilities, andbackground**
* Strong PHP skills
* Code Igniter and MVC
architecture understanding
* Ability to anticipate
and gather requirement
* Understands
importance of scalability and performance, and can apply these concepts to
project design
* Able to work within
standard product functionality to achieve desired outcomes whenever possible
* Solid understanding
of HTML, WebDesign and internet security.
* Strong XML
understanding and experience
+ Experience with CRM, SFA, MA or CustomersService applications a plus
+ Superior Oracle Service Cloud productknowledge and hands on product experience a plus
+ Security clearance
+ Englishbut Japanese and German language skill in addition to English would beideal (written and spoken)
As a global company, our technical support team is a 24x7
operation. This role requires shift work or occasional work during
non-standard business hours, coverage during public holidays, and possibly
travel.
**Oracle is an EqualEmployment Opportunity Employer. All qualified applicants will receiveconsideration for employment without regard to race, color, religion, sex,national origin, sexual orientation, gender identity, disability and protectedveterans status or any other characteristic protected by law.**
**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.**
**Job:** Support
**Location:** US-MT,Montana-Bozeman
**Job Type:** Regular Employee Hire
**Organization:** Oracle

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Bozeman, MT
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