Health & Science GBU Senior Support Engineer

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 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), Brief Posting Description:Support Engineer for HSGBU Support. As a support engineer you will provide post-sales technical support to assure the highest level of customer satisfaction. The job is HIGHLY TECHNICAL and to offer advance support. Your primary focus will be to utilize technical and functional knowledge to diagnose, document, and resolve customer issues in a timely and appropriate manner. No previous Health Sciences background is required. Support is offered globally and you will be interacting with customers all around the world.Detailed Description:As a Support Engineer, you will be the technical interface to customers for resolution of problems related to the installation, recommended maintenance and use of Oracle Health Sciences products. You are expected to build in-depth knowledge of products under your responsibility and to be familiar with the technology stack that supports those products. Also, you should be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions for customer issues. Other responsibilities related to the position are:- Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with Oracle global standards- Build and Maintaining product expertise in assigned product or technical area- Working towards, adopting and contributing to new processes and tools (communication tools, diagnostic methodology, health checks, scripting tools, etc.)- Contributing to Knowledge Management content creation and maintenance- Participating in Root Cause Analysis and Corrective Action activities defined within the product or technical area- Working with development on product improvement programs as required- Operating within Oracle business processes and procedures- Respond and resolve customer issues within Key Performance Indicator targets- Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product or technical area- Ensure the timely completion of planned proactive tasks and ServiceJob Requirements- BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics /Chemistry/Pharmaceuticals/Medicine- Knowledge of Oracle PL/SQL or other SQL language- Familiarity with web server technology.- Familiarity with business-level software products (examples: ERP, CRM etc)- Pharmacovigilance experience is not required, but is a plus- Argus Safety or ArisG knowledge is not required, but is a plus- IIS.NET/C# or other web technologies knowledges are not required, but are a plus.- Unafraid of being expose to unfamiliar technologies or products.- Strong analytical skills to resolve complex problems with few or confusing information.- Ability to work as an Individual Contributor in a self-motivated fashion- Quick learner- Must have strong time-management skills- Excellent customer service orientation. Ability to work with little supervision.- Ability to self-explore and self-learn new technologies or product functionalities- Previous knowledge of Health Sciences or Healthcare industry is a plus but is not a requirement.Languages: English. You are expected to work with customers and colleagues in English.Japanese language is highly not required, but if you are proficient in Japanese is a big plus.

Keyskills :
computersciencecontentcreationsqlechnicalsupp