GenO Advanced Support Engineer (GenO-ACS) at Oracle

Job Description

• The Advanced Customer Services (ACS) is a unit within the Oracle’s Customer Success Services Organization that enables long term support relationships with many of Oracle's largest customers. Click (https://www.oracle.com/support/advanced-customer-services/) for more information about ACS
• Advanced Support Engineers (ASE) provide support in the continuous operational improvement of Oracle environments.
• ASEs do this by leveraging Oracle’s support-based intellectual property and customers’ experiences throughout their involvement with Oracle’s technologies.
• Our goal is for every customer to gain ever-more value from their Oracle Solutions by helping them make well informed decisions regarding the implementation; management and use of Oracle technologies.

What you’ll do

• Learn from experts and contribute to bring value to our customers leveraging on Oracle’s international network of experts.
• Use Oracle internal tools, resources, and network to learn and stay up to date with on innovation and leading technologies.
• Contribute as a team member on customer projects together with Oracle experts and leaders.
• Consult with clients to understand their business requirements and map them to our solutions and services.
• Learn how to design solutions using Oracle leading technology and Consulting methods, tools, and best practices.
• Support Customer relationships with ACS focused on collaborative, long-term partnerships. 
• Work involves some problem solving with assistance and guidance in understanding and applying Oracle policies and procedures.
• Able to demonstrate time management.
• Able to complete individual goals as well as work in a team environment.
• Demonstrated ability to communicate using technical concepts. Working knowledge of Oracle products is a plus but not necessary.
• Professional demeanor.
• Availability to work in scheduled out of hours operations when required.

What you’ll bring 

• Bachelor degree or up to 2 years relevant experience.
• Technical aptitude: You have an interest, understanding and curiosity in cloud technology concepts such as Artificial Intelligence, Blockchain, Machine Learning, DevOps, Security and Oracle Cloud infrastructure
• Fluency in English.
• Communication skills: You have an ability to collaborate and present concepts clearly.
• Innovation: You’re open to new ideas and challenges
• Agility: You’re a pro at embracing change. Your self-confidence helps you learn and adapt wherever you go.
• Drive: You have a “roll-up-the-sleeves” and “get the job done” attitude.
• Resilient and capable of working effectively under pressure.
• Strong organization, negotiation, and planning skills
• High energy: You’re optimistic, always eager to interact and influence people.
• Teamwork: You’re a fantastic team player who also loves smashing individual goals.
• Critical thinking: You’re a natural strategist who can analyze situations, identify issues, and solve problems creatively.
• Love & passion for customer success.

What we’ll give you 

• Significant investment in your professional development and a social network of resources and thought leaders inside Oracle.
• Fun and flexible work for the ideal work-life balance
• An inspiring, inclusive, and multicultural community that values fresh perspectives.
• A buddy program: a senior expert will be assigned to work closely with you to help you making connections and learning the business.
• World-class professional training from industry experts.
• A defined career progression based on annual performance and personal development followed closely by a direct manager.
• The opportunity to engage with a variety of customers in multiple areas.
• Competitive pay and excellent benefits that will help you do your best work.

 
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 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.
• Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. A Bachelor*s degree in Computer Science, Engineering or equivalent experience preferred.
• As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).