Oracle Retail Technical Support Engineer

Employer: Oracle
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 18.05.2022
    Short company description

    Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
    Our mission is to transform our world for the better through innovative technologies.



    Minimum 2-5 years of technical support or customer service experience.;
    Fluent in written and verbal English;
    Proven experience in an application software environment working with Oracle Retail Applications and/ or Oracle Applications. Support for IT applications it is an advantage;
    Experience in Retail or Manufacturing disciplines of Merchandise/Materials Planning, Financial Planning, Forecasting, Replenishment, Warehouse Distribution, Store Operations is not necessary but would be considered an advantage;
    Knowledge on relational DB-models and SQL or PL/SQL preferred;
    Any previous experience with Java/C and ProC;
    Basic Unix skills preferred (AIX, HP, Solaris, Oracle Enterprise Linux);;
    Excellent analytical and problem-solving skills;
    Comfortable, and successful, in multitasking;
    Ability to take a task (often with limited direction), determine a course of action, and see the task through to completion;
    Detail oriented with the ability to learn quickly, and be a process minded person;
    Good verbal and written communication skills preferred;
    Project management experience desired but not required;
    Proven experience with Forms, ProC, Java and J2EE technologies on web applications support or development it is an added advantage.


    B.S in Information Technology, Computer Science or equivalent.
    Other qualifications or certifications within the IT domain might be considered.


    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.


    The successful candidate will be responsible for researching, resolving and responding to customer complex issues across the product line and product boundaries in accordance with current standards;
    Can have lead role and/or supervise other personnel;
    Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service;
    Maintain product expertise in assigned cluster;
    Work towards adopting and contributing to new processes and tools (Web Conferencing, diagnostic methodology, health checks, scripting tools, etc);
    Contributing to Knowledge Management content creation and maintenance;
    Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the customer experience and improve the Oracle product;
    Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area;
    Managing and resolving Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model;
    Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards;
    Service request resolution in a collaborative environment with the customer;
    Reducing escalations;
    Operating within Oracle business processes and procedures;
    Respond and resolve customer issues within Key Performance Indicator targets;
    Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests;
    Debugging code related issues and providing potential design solutions.