Technical Analyst 2-Support
Hyderabad, India
5d ago
Technical Analyst 2-Support-1900104N

Preferred Qualifications

Do you enjoy programmingor solving complex problems? 

Oracle Cloud CPQ is thenumber 1 choice of many Fortune 500 organizations in helping their sales teamsell more and sell it faster. 

Oracle Cloud CPQ Supportis seeking highly-talented technical support engineers to bolster our existingstaff and assist large organizations in supporting their CPQ Cloudimplementation.

A Technical SupportEngineer for CPQ Support you will work directly with customer admins totroubleshoot functional issues and provide guidance on general how-to questionsregarding the CPQ product. 

If you are great workingin a customer service environment, enjoy the challenge of solving problems, andhave a general coding background,  this role may be for you.

As a Technical SupportEngineer, you will:

·Troubleshoot codingissues with HTML, CSS, XSL/XML, Javascript and Java-based programminglanguages; 

·Troubleshoot issues withCRM integration software including Salesforce, Oracle Sales Cloud, MS Dynamics,and more; 

·Troubleshoot CPQ relatedSalesforce functionality and settings and utilize Salesforce Data Loader andAPEX Triggers; 

·Debug Web Service callsin communication with CPQ sites or external sources such as CRMs, ERPs, andothers; 

·Debug output documentissues with PDF, RTF, DOCX, Antenna House/PDF Merge, Excel output, HTMLoutput; 

·Utilize web pagedebugger tools including Firebug, Web Developer, Web Service debugger tool tosolve use cases and test issues with Firefox, Chrome and InternetExplorer; 

·Reinforce best practiceswith customers regarding their CPQ implementation. Experience may be gainedconcurrently.


·BS ComputerScience/Management InformationSystems/Science/Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functionaldegree + technical higher degree or in lieu of degree may substitute 4 yearsprofessional experience & professional certification (i.e. CNE, MCSE, CPA,Oracle, etc.).

·3-7 years experiencepreferred working on technical projects.

·Experience and comfortwith web programming technologies such as HTML, JavaScript, and XSL.

·Excellent problemsolving, critical thinking, and analytical skills.

·Quick learner; able tolearn new technologies and new programming languages on own as necessary.

·Knowledge of userinterface design and web design constraints.

·Experience witheCommerce and CRM solutions is helpful, but not required.

·Experience with WebServices and connecting multiple cloud systems is recommended.

·Willingness to work offhours (nights and weekends) as urgent customer needs dictate.

·Committed team playerwith the ability to function both independently and as part of a team.

·Must be personable,friendly, and able to work efficiently under time constraints.

·Superior interpersonaland oral/written communication skills with the ability to relate well andcooperate with others to effectively coordinate activities and accomplishgoals.

Role Summary:

Common tasks performed:

·Identify, develop andexecute an individual development plan with minimal management direction.

·Participate in processplanning and make recommendations for improvements to the business.

·Act as a mentor inassisting less experienced engineers in isolating problems, workarounds andsolutions.

·Champion initiatives andbe an advocate for support.

·Participate in teammeetings and encourage knowledge sharing.

·Act as aprocess/technical point of contact for your product/competency area.

·Conduct Technicalinterviews for potential candidates.

·Network acrosscompetencies, with management & senior resources to gain visibility withinthe organization.

·Act as a technical leadwhen in communication with external customer(s), service delivery managers, 3rdparty vendors and managers.

·Manage all severity andescalated issues within guidelines; Accountable in representing customerexpectations and engaging proper internal resources.

·Proactive in identifyingcustomer needs and facilitates engagement of internal resources to ensurecustomer success.

·Consult with managementin directing resolution of critical customer situations, including alerts tomanagement on potential escalations.

·Engage with developmentas appropriate to review customer bug priorities.

·Engage in activitiesdesigned to minimize duplicate and false bugs passed to development.

·Create/modify/reviewknowledge content to include consultative articles.

·Participate in Betaprograms and product/platform testing.

·Participate in appointedKnowledge Management initiatives.

·Participate inadditional projects as required. Assist other departments as needed and performother duties as required.

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).


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