Technical Analyst 3-Support-1900056X
Oracle Marketing Cloud (OMC) Eloqua Support Engineer for English Language Speaking
As a Support Engineer of Oracle Marketing Cloud (OMC) for Eloqua, act as the technical interface to customers and responsible for resolution of problems through research, collaboration or problem replication.
Responsibilities: Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in OMC Eloqua. Manage customer’s escalations/expectations and ensure timely delivery of high quality resolution on technical issue focusing on root cause analysis and prevention. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments. The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Eloqua technologies to avoid such problems in the future. Educate and walk the customer through the problem-solving process. Adopt appropriate diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Operation, Cloud Operations, GNC, Deliverability, Problem Management, Development, Escalation team, TAM & CSM) as needed to resolve customer issues. Research and study on Eloqua features, keep abreast of new releases and functionalities or related technologies to maintain product expertise. Write technical articles on Eloqua product for the Knowledge Management.
Requirements & Qualifications:
Candidate should possess the following skills & competencies: Knowledge of B2B or B2C digital marketing dynamics, email routing & deliverability, Java, HTML, XML, Rest APIs/Restful services, JSON, Web scripting/services and web technologies like DNS, SPF, DKIM, SSL, SEO will be advantageous. Great problem solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction. Must have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice. Excellent interpersonal communication and written skills in English is a must. Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical timezone. Requires discretion and independent judgment in a dynamic environment to anticipate and assess ambiguous situations especially when dealing with customers. Proven experience delivering high performance enterprise-wide software or SaaS application support or consulting. Knowledge of digital automated marketing tools will be advantageous. BE/ME in Computer Science, Engineering, related field or equivalent.
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 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)