Oracle Technical Analyst 3-Support in Dalian, China
Technical Analyst 3-Support
We are looking to recruit a Software Engineer to the established Oracle Database support team.
The primary focus of the Global Customer Service engineer is to deliver proactive and reactive technical support to customers through online &telephone.
From a remote location, responsible for resolution, guiding,assisting, advising customers to resolve their critical issues, and preventing issues through online service & telecommunication.
Can be focal point for some critical issues and works with customer “end to end” throughout engagement
Delivers proactive or reactive customer services defined in GCS service offerings
Serves in technical role for prevention, detection, identification and resolution of Oracle product-related issues through online &telecommunication
Gets involved in any escalated SR that might impact customer’s environment
Assists customers to resolve issues and interface with BDE(Bug, Diagnosis and Escalation), development and upper management if necessary
Continues to develop extensive technical knowledge of Oracle products and their uses and share it through Oracle Knowledge Management System.
Effectively and accurately communicates complex, technical topics to customers
Works with members of global team on a regular basis to achieve team results
Bachelor’s degree in Computer Science, Engineering, or equivalent experience
Typically more than at least 3 years related experience for support engineers and / 6 years for senior support engineer.
Excellent written and verbal communication skills in Japanese
Solid written and verbal communication skills in English
Fluent spoken English highly preferred
Relevant Experiences and Skills:
Excellent persuasive communication and presentation skills
Excellent skill in SR processing, escalation, and other OSS internal procedures
Ability to coordinate the resolution of escalated or high priority customer issues
Programming language skill (C/C , Java)
Knowledge of OS and networking technology (Unix or Linux, TCP/IP)
Strong knowledge on Oracle database, RAC(Real Application Cluster) and relevant third party products
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)
Job Type: Regular Employee Hire