Customer Success Engineer

Roles and responsibilities

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 an OIC PaaS developer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. A Bachelor's degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tool
Work on developing technical solutions to meet business requirements gathered and documented by functional consultants
Identify and resolve key issues related to code change requirements and bug fixes
Support Oracle ERP products and services from the technical aspect in line with the contractual agreement
Works with support to resolve Customers SRs.
Conduct knowledge transfer sessions both within the Oracle team and to end users.
Work closely with the functional team and delivery leaders to provide development work estimates and drive excellence in technical work.

Desired candidate profile

• Strong English written/verbal communications
• Excellent verbal and written communication skills
• Excellent technical troubleshooting experience
• Self-motivated individual who works well in a team environment.
• Willing to travel to customer sites on a regular basis.
• Experience in working as part of Global/ Matrixed/ Remote teams.
• Self-driven, ability to work under minimal supervision.
• Willing to work in shifts & weekends as required.
• The Oracle OIC PaaS Applications developer is an experienced technical professional, who has an understanding of business solutions, industry best practices, multiple business processes and technology designs within the Oracle Applications supporting products and technologies. The candidate should have experience in implementation or support of large to medium Oracle Applications implementation projects.
• He or She should be able to operate independently to provide quality work products, and perform varied and complex duties and tasks that need independent judgment.
  
  

Experience:

6 years+ of overall experience in relevant technical roles, having product and technical expertise relevant to practice focus.