Senior Technical Analyst

2 weeks ago


Makati City, National Capital Region, Philippines Oracle Full time

This position does not offer Visa/Work Permit sponsorship

Job Requirements:

  • Must have at least 7-8 years of experience doing support for both B2B Fusion Service and B2C CRM applications.
  • Background with SQL/MySQL, Java, Groovy, other programming language such as python, some familiarity with SSO troubleshooting and certificates, experience with CRM applications such as Salesforce
  • Work Schedule: Tuesday-Saturday 6am-3pm. Hybrid Reporting to our Makati office 2-3x a week

Job Overview

As part of the Oracle Service Cloud, we support nearly 2000 global customers who serve more than 8 million users per day on Oracle Service Cloud - a cloud based technology platform that empowers our customers to engage directly with their customers through great social, web, and contact center experiences. Oracle Service Cloud Technical Support is a global organization. Our US support centers collaborate with our international support centers in Romania, Mexico, and the Philippines to deliver great customer experiences.

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, and facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a support engineer, you will be the technical interface to Oracle Service Cloud customers that choose to extend the product functionality beyond what comes out of the box. You will work directly with Oracle customers via the phone as well as our products. You will work with APIs to assist customers that have integrations with other technologies. You will use your technical skills and experience to determine whether a technical issue is the result of the customer's implementation, or if there is a product defect. You will work with internal teams to improve the product over time, and you'll even assist in contributing to our ever-growing knowledge base


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