Oracle Commerce Cloud Technical Support Engineer

Oracle Commerce Cloud is now the fastest growing web commerce solution. Oracle Commerce is a comprehensive technology platform to process, store, manage, search and analyze structured and unstructured information – enabling businesses to make stronger and more profitable decisions.

The Oracle Commerce Product Support team provides excellent career opportunities through employee development, and hands-on experience by supporting the world-class Oracle Commerce solution and its customers worldwide.

Job Requirements

- Primary job responsibility is to troubleshoot and resolve technical issues in Oracle Commerce products

- Technical background in core technologies (see below).

- Strong customer focus; ability to interact directly and frequently with global customers on the phone and through written communication.

- Process oriented; ability to learn internal support processes, evaluate and provide feedback on them to management.

- Good software troubleshooting skills.

- Ability to work independently.

- Manage high severity, escalated, complex, mission critical customer issues within contractual guidelines.

- Occasional 24x7 weekend shifts required (emergency tickets only).

- Engage with Development, Product Management, Service Delivery, Critical Accounts, and Support teams for other Oracle products to assist customers.

- Manage cross-functional issues: collaborations, product defects, etc.

- Proactively identify customer needs and engage internal resources to ensure customer success.

- Create presentations on technical topics for peers. Create and edit technical documents for peers and customers (MOS Knowledge Articles).

Education & Experience:

- Bachelor’s degree is a must

- Previous exposure to support or consulting environment preferred.

Technical Skills

- Programming skills in any of Java, JavaScript frameworks, Java EE concepts and constructs including Servlets and JSPs

- Ability to read and understand software logs and traces files

- Good software troubleshooting skills.

- General knowledge of UNIX and Windows operating systems at the admin/install/troubleshooting level.

- General e-Commerce concepts is a plus

- Previous experience with Oracle Endeca Guided Search and/or Oracle ATG Web Commerce is a plus.

Professional Skills:

- Self Development: Ability & initiative to learn new products & technology quickly

- Communication: Excellent communication (written and oral) skills; describe complex technical ideas and concepts effectively; synthesize concepts and present systematic instructions to customers; provide general advice when specific steps are not available or applicable.

- Influencing & Negotiating: discuss and arrive at a mutually acceptable solution; convince others to take appropriate action.

- Customer Focus: Focus on satisfying the technical and business needs of Customers; understand the impact of customers' technical and business requirements.

- Quality: Adhere to internal processes and tools to meet Service Level Agreements; generate new ideas for continuous improvement.

- Working Globally: Adhere to global work processes, including occasional24x7 weekend shifts; collaborate and communicate with customers and team members from diverse cultural backgrounds.

- Problem Solving: analyze causes, identify alternatives, and recommend the best solution to customers; synthesize complex sets of documentation and knowledge-articles; read and interpret log files and source code; reproduce issues in house and accurately report defects to product development.