Location: Position will be based in either Kansas City, MO or Orlando, FL only
Must be a US Citizen
Description
As a Technical Support Engineer within the Oracle Support organization, you will provide post-sales technical support for several distinct solutions running on a cloud-based big data platform. You will serve as a trusted technical resource for customers, investigating issues that span multiple applications, data pipelines, and repositories while helping customers successfully utilize Oracle products.
Success in this role requires strong analytical thinking, curiosity, and persistence. Many customer issues involve tracing the flow of data through multiple processing stages, validating data structures, identifying where unexpected behavior occurs, and collaborating across engineering and product teams to drive resolution.
You will work primarily from a support ticket queue while communicating regularly with customers through phone and email. You will be expected to manage multiple priorities, provide timely updates, and deliver a high level of customer satisfaction throughout the support lifecycle.
This role is well suited for individuals who are comfortable working with ambiguity, enjoy solving complex technical problems, and can independently investigate issues where the root cause is not immediately apparent.
Responsibilities
As a Technical Support Engineer, you will:
- Provide post-sales technical support for multiple cloud-based big data applications and services.
- Investigate customer-reported issues by validating the structure, movement, and integrity of data across various processing steps, services, and data repositories.
- Analyze complex data flows to identify the source of defects, unexpected behavior, or data inconsistencies.
- Troubleshoot production issues by researching logs, reviewing system behavior, and collaborating with development and product teams when necessary.
- Manage a queue of customer support tickets while meeting established service level expectations.
- Communicate professionally and effectively with customers via phone and email, providing regular updates and managing expectations throughout the support process.
- Document findings, resolutions, and knowledge that improve future support efficiency.
- Work independently on routine issues while collaborating with senior engineers on more complex investigations.
- Contribute to continuous improvement of support processes and customer experience.
Preferred Qualifications
Candidates who are successful in this role will typically have experience with many of the following:
- Strong analytical and troubleshooting skills with the ability to investigate complex technical issues.
- Experience writing and troubleshooting SQL queries to analyze and validate data.
- Experience supporting cloud-based applications or distributed data platforms.
- Familiarity with big data technologies, data processing pipelines, or data warehouse concepts.
- Experience supporting Electronic Medical Record (EMR/EHR) systems or healthcare technology solutions is highly desirable.
- Excellent written and verbal communication skills with a customer-first mindset.
- Ability to prioritize multiple customer issues in a fast-paced support environment.
- Comfortable working in situations with incomplete information and ambiguity while driving issues toward resolution.
- Bachelor's degree in Computer Science, Information Systems, Engineering, Healthcare Informatics, or equivalent practical experience.
Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
-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 known issues related to assigned Oracle product(s).
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-Leverages routine understanding of problem resolution, which may include fix delivery, and product certification to research, re-create, and test technical issues for assigned product area(s) reported by customers to identify a resolution, independently.
-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.
-Collaborates with internal teams and/or more experienced peers to report design, reliability, and maintenance problems or bugs, contributing to resolution of routine issues through roll-up.
Technical Support and Solution Delivery-Technical Support Documentation:
-Documents activities taken on service request and/or product documentation, beginning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
-Begins to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
-Develops a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s).
-Consults internal teams and stakeholders on diverse customer situations and technical issues.
-Participates in cross-functional training, workshops, and collaborative projects and initiatives to support business processes.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
-Begins to identify frequently reported issues and recommend ideas that contribute to reducing repetitive issues, escalating as needed.
-Identifies and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.
Performance Monitoring and Management:
-Monitors and executes own current support service performance metrics, independently.
Additional Responsibilities (as needed)
Vertical Lead:
-Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team.
-Proactively reviews cases, providing troubleshooting guidance and recommending next action items.
-Assesses product-related issues and assists in technical reviews of issue drafts.
-Conducts internal training and learning sessions focused on product, technical, and skills development.
-Acts as the point of contact (POC) for specific products or features, ensuring that training content is up-to-date.
-Serve as the primary contact for the vertical regarding case transfer and feature coordination with other teams or product areas.
-Participates in activities related to knowledge bases, chatbots, and user guides to deflect cases and improve support efficiency.
Services Translation:
-Provides translation oral and verbal services for technical and non-technical inquiries for products and services.
-Begins to understand more niche or technical terms and provide translation services for them.
Core Responsibilities
Planning & Execution:
-Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements. Prioritizes and adjusts work as resources or timelines change, with some guidance.
Collaboration & Partnership:
-Collaborates within team to better understand expectations and achieve shared objectives. Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance. Actively listens and asks questions to enhance collaboration.
Problem Solving:
-Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures. Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.
Continuous Learning:
-Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices. Utilizes feedback and training to improve skills. Participates in a culture of continuous learning and knowledge sharing.
Continuous Improvement:
-Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance. Contributes to ideation for future process improvements.
Education and/or Experience:
5 years of experience in customer support, technical support, or related field
OR
Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 1 year of experience in customer support, technical support, or related field
Job Skills:
Same skills as prior level plus;
Troubleshooting: Demonstrated ability to troubleshoot and resolve technical issues
Root Cause Analysis: Demonstrated ability to conduct root cause analysis and implement corrective action plans.
Preferred Job Qualifications
Education and/or Experience:
6 years of experience in customer support, technical support, or related field.
OR
Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 2 years of experience in customer support, technical support, or related field.
OR
Master's Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field.
Oracle Diagnostic Methodology Certification:
Oracle Diagnostic Methodology Certification within first 30 days of hire.
Oracle Cloud Infrastructure Foundation Certification:
Oracle Cloud Infrastructure Foundation Certification.