Oracle Technical Analyst 3-Support in Helena, Montana
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 a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
If you are a Colorado resident, Please Contact us or Email us at firstname.lastname@example.org to receive compensation and benefits information for this role. Please include this Job ID: 167665 in the subject line of the email.
About the Job
We are looking for a top-notch Client Support Engineer for our Opower SaaS Client Support team. The Client Support team works within the Oracle | Opower platform, analyzing and using customer data with internally developed tools to support ongoing or expanding utility programs. The team investigates and resolves sophisticated production issues and implements solutions.
Oracle | Opower Client Support Engineers are technically skilled, love working with customers, and have the desire to work with meaningful, large-scale energy efficiency software production systems. You will have the opportunity to collaborate with our utility clients, Implementation Teams, Production Operations, Product Management, etc. to work on exciting and sophisticated client and production inquiries. As Opower continues to grow at a rapid pace, this position offers a great opportunity for an individual to grow their career within the team or other areas across the company.
If you're excited by the idea of being part of a software company where you can grow your technical skills while having a positive impact on the environment, we want to meet you! Are you read to help us engage the millions of people who are in the dark about their energy use?
Work with Implementation Teams, Engineering, Product, and System Operations to help triage and address client/production issues via email, phone, and ticketing system with Opower clients
Act as a client-facing subject matter expert
Gather and analyze information, evaluate impacts, resolve, or escalate issues as needed
Manage client expectations, both internally and externally
Ensure support service level agreements (SLAs) are achieved
Work on special projects to help improve processes, documentation, and overall client experience
Deliver training sessions and webinars to Opower's clients
Flexibility to be a part of a rotational on-call schedule working PST hours
Self-starter and quick learner
Very centered on the customer experience
Strong professional and interpersonal communication skills
Technical hands-on troubleshooting skills or ability to learn quickly
SQL/MySQL or databases troubleshooting experience/skills, or the ability to learn
Comfortable working in UNIX command line, and understands UNIX file permissions
Bachelor’s degree (Math, Physics, Computer Science, Business, or Engineering preferred)
Experience supporting a 'Software as a Service' platform a plus
Experience in consulting, software development, 2nd or 3rd tier technical support, technical project management, and/or training delivery a plus
This is a remote based role working PST hours
Sponsorship not available at this time
Diversity and Inclusion:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
Oracle is an Equal Employment Opportunity Employer * . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer