Technical Support Engineer, Oracle Service Cloud

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.

Preferred skills, abilities, andbackground
· Strong PHP skills
· Code Igniter and MVC architecture understanding
· Ability to anticipate and gather requirement
· Understands importance of scalability and performance, and can apply these concepts to project design
· Able to work within standard product functionality to achieve desired outcomes whenever possible
· Solid understanding of HTML, WebDesign and internet security.
· Strong XML understanding and experience
• Experience with CRM, SFA, MA or Customers Service applications a plus
• Superior Oracle Service Cloud product knowledge and hands on product experience a plus
• Security clearance
• English but Japanese and German language skill in addition to English would be ideal (written and spoken)

As a global company, our technical support team is a 24x7 operation. This role requires shift work or occasional work during non-standard business hours, coverage during public holidays, and possibly travel.

• Create integrations for RightNow CX as used by Technical Support, i.e. browser controls, external events, add-ins and CPMs
• Create and edit reports for management
• Modify and maintain aspects of Oracle Service Cloud End User Pages at cx.rightnow.com as they pertain to Technical Support
• Maintain CX workspaces and workflows for use by Technical Support
• Perform core functionality testing for quarterly Oracle Service Cloud releases
• Maintain Oracle Service Cloud business rule base in aspects that pertain to Technical Support
• Maintain dashboards for use by Technical Support agents
• Project Scoping and Design
• Meet Project Deadlines with accuracy
• Communicate clearly and accurately with all points of Contact related to assigned duties
• Write and troubleshoot add-on using PHP, RightNow Connect and other tools as needed
• Create robust solutions to Technical Support issues within the internal site
• Work with members of the operations team in a collaborative effort when needed in all areas of the department
• Prioritize work on several projects at a time.
• Write complex reports to fulfill internal requests
• Other duties as assigned and determined by Technical Support Operations Manager

Essential Knowledge, Skills,Abilities, and Background
• 2-3 years experience in Internet technologies and operation (PHP, MySQL, XML, HTML, CSS, SOAP), Relational Database Management Systems (MySQL), and call center technology
• Exposure to software development, debugging, documentation, and troubleshooting
• Exposure to programming, ideally in Java, j-query and some C language
• Ability to manage multiple projects and deadlines
• Ability to prioritize
• Strong logic, reasoning, and math skills
• Exceptional communication skills: ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and in writing: Must have technical writing capabilities

We have one charter within the Oracle RightNow Customer Care team and that is to deliver superior customer experiences by responding quickly to customer requests, interacting in a highly personalized way, and solving customer issues as quickly as possible.We support nearly 2000 global customers who serve more than 8 million users per day on our RightNow CX Suite - a cloud based technology platform that empowers our customers to engage directly with their customers through great Social, Web, and Contact Center experiences. Our approach to providing customer care is comprehensive, from resolving minor issues with no business impact to the highest business impacting issues requiring detailed technical diagnosis and immediate issue resolution. We are a global organization with US Support Centers in Bozeman, MT, San Mateo, CA, and Boulder, CO as well as International Support Centers in Bucharest, Tokyo and Dalian. If you are passionate about delivering great customer experiences and have the skills required for the role, we invite you to apply for a position on our team!

This is a two-role position within the Escalation Support: Customizations team, with separate – but equally rewarding – responsibilities. As a customizations support engineer, you will be the technical interface to our customers for resolution of problems related to the development side of our Oracle Service cloud products. The second part of this position is that of an operations specialist, who will be responsible for working with Technical Support managers, agents and outside entities as they relate to Technical Support Operations projects. The individual in this role will report up to the Technical Support operations manager. Review of project statuses and additional workflow details will occur on a regular basis.

You will be responsible for fostering continual improvement of the internal tools and their use, setting and maintaining high standards of performance and ensuring timely delivery with the greatest possible quality while maintaining data security.