Job Description

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 Systems Engineer, you will interface with the customer's IT staff on a regular basis. Either at the client's site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.

• This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle to ensure successful and most effective use of Oracle’s products.
• IR engineer will act as the primary liaison between Oracle and the customer. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, and technology expertise by delivering a combination of technical consulting and project management skills.
• Work with support/ customers in the resolution of Service Requests to prevent problems and resulting incidents from occurring.
• Ensure that communication is effective, that appropriate resources are assigned and that actions are understood and progressed in a timely manner. Escalate to the appropriate levels in both organizations and regularly communicate status to stakeholders.