Senior Support Engineer

• Does this position require a security clearance? Yes
• Years 6 to 10+ years
• Additional Info Visa / work permit sponsorship is not available for this position
• Applicants are required to read, write, and speak the following languages English

US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)

Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving moderately complex issues encountered with assigned Oracle product(s). Prepares and conducts training for new product releases and/or functionality updates to existing products. Partners with internal teams to report and contribute to the resolution of non-routine design, reliability, and maintenance issues.

Maintains service request and/or product documentation and creates Knowledge Base articles and/or troubleshooting guides for non-routine events and/or resolved issues. Consults internal teams and stakeholders on diverse and advanced customer situations and technical issues. Leverages automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identities and recommends enhancements to existing support processes, workflows, guidelines, and best practices.

Begins to collaborate with management to contribute to product, process, and customer experience improvement initiatives.

Key Responsibilities

• Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
• Provides technical support to customers by answering technical questions, troubleshooting and resolving moderately complex issues related to assigned product(s).
• Prepares and conducts training for new product releases and/or functionality updates to existing products, providing user guidance, as needed.

• Leverages advanced understanding of problem resolution, which may include fix delivery and product certification to research, re-create, and test advanced technical issues for assigned product area(s) issues reported by customers to ensure a resolution.
• Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed.
• Partners with internal teams to report design, reliability, and maintenance problems or bugs, contributing to resolution of routine and non-routine issues through roll-up.

• Documents activities taken on service request and/or product documentation, leveraging troubleshooting guides and/or Knowledge Base articles, through resolution.
• Prepares troubleshooting guides and/or creates Knowledge Base articles for non-routine events and/or resolved issues.

• Maintains a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s) and broad understanding across all Oracle product ecosystems and customer environments in advanced scenarios.
• Consults internal teams and stakeholders on diverse and advanced customer situations and technical issues.
• Contributes to and participates in cross-functional training, workshops, and collaborative projects and initiatives to support business processes and key business initiatives.

• Leverages automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
• Identifies frequently reported issues and recommends ideas to contribute to the reduction of repetitive issues, escalating as needed.
• Identifies and recommends enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.

• Begins to collaborate with management to contribute to projects and initiatives for product, process, and customer experience improvements.

• Reviews and executes own support service performance metrics and builds awareness of team's support service performance.

• Provides…