Sr Technical Support Engineer

Oracle; Orlando (FL); On-site; USD 51,000 - 127,000; Full time

Job summary

Oracle is seeking a Senior Technical Support Engineer to deliver top-notch post-sales support and solutions to their customer base in Orlando. The ideal candidate will possess strong hardware troubleshooting skills, a technical degree, and a passion for resolving complex issues while providing exceptional customer service. This full-time position requires the ability to work weekends and maintain high service metrics.

Benefits

Medical, dental, and vision insurance

401(k) Savings and Investment Plan with company match

Flexible vacation policy

Paid sick leave

Paid parental leave

Employee Stock Purchase Plan

Qualifications

• Minimum 6 years' experience in a hardware technology-related field.
• 3+ years’ experience troubleshooting hardware technical issues.
• Experience with customer success strategies and technical support.

Responsibilities

• Provide exceptional customer service and technical assistance to customers.
• Resolve issues promptly to meet expected metrics and SLAs.
• Maintain confidentiality regarding customer accounts and company equipment.

Skills

Customer service

Technical assistance

Problem solving

Technical troubleshooting

Education

BS in Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry

Job description

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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 technical questions regarding the use of and troubleshooting for our Electronic Support Services via phone and electronic means, as well as non-technical customer inquiries. As 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.

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 technical questions regarding the use of and troubleshooting for our Electronic Support Services via phone and electronic means, as well as non-technical customer inquiries. As 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.

Responsibilities

Job Duties include:

• Provide exceptional customer service and technical assistance to internal and external customers.
• Resolve issues in a timely and accurate manner to help the team meet expected metrics and SLAs.
• Assist in helping customers with their environments to get or stay connected to Oracle through the Automatic Service Request workflow. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms.
• Assess ticket priority and escalate as necessary through proper channels to resolve issues promptly. You should communicate customer needs and wishes to the leadership team.
• Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
• Monitor release notes to understand new or updated services and products. 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.
• Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members and members of the Sales, Engineering, and Operations teams.
• Participate in weekend shift, for coverage as needed.
  
  
  

Skills and experience:

• Minimum of 6 years' experience in hardware technology-related field or discipline
• Experience with customer success strategies, technical support/helpdesk, and/or sales engineering roles.
• Should be able to work a schedule that includes Saturdays and/or Sundays, as needed.
• Should have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA
• 3+ years’ experience troubleshooting hardware technical issues in a post-sales environment.
  
  
  

Qualifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $24.95 - $60.63 per hour; from: $51,900 - $126,100 per year. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance
  
  
  

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [e-mail] or by calling [phone] in the United States.

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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