Systems Program Manager, Product Support & Training

Oracle; Nashville (TN); On-site; USD 52,000 - 132,000; Full time

Job summary

Oracle in Nashville seeks a Technical Support Specialist focused on SharePoint and Confluence. You will troubleshoot moderately complex issues, train users on new releases, and collaborate with internal teams to improve products and processes.

You will document solutions, develop Knowledge Base articles, and contribute to cross-functional efforts; leverage AI tooling to identify root causes and support enhancements across Oracle product ecosystems.

Qualifications

• Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
• Range and benefit information provided in this posting are specific to the stated locations only
• US: Hiring Range in USD from: $51,900 - $132,400 per year.

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 on-site and in-person technical assistance as part of Vertical Lead responsibilities, including case consultations and training sessions.
• Provides translation services for technical inquiries and ensures content remains up-to-date across products.

Job description

Oracle in Nashville seeks a Technical Support Specialist focused on SharePoint and Confluence. You will troubleshoot moderately complex issues, train users on new releases, and collaborate with internal teams to improve products and processes.

You will document solutions, develop Knowledge Base articles, and contribute to cross-functional efforts; leverage AI tooling to identify root causes and support enhancements across Oracle product ecosystems.