Technical Analyst 2-support

Technical Analyst 2-Support-22000AUR

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

**Preferred Qualifications**

Oracle Marketing Cloud (OMC) Eloqua Support Engineer

**Objective**:
As a Support Engineer of Oracle Marketing Cloud (OMC) for Eloqua product, act as the technical interface to customers and responsible for resolution of problems through research, collaboration or problem replication.

**Responsibilities**:

- Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in OMC Eloqua.
- Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
- Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
- Educate and walk the customer through the problem-solving process.
- Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Operation, Cloud Operations, GNC, Deliverability, Problem Management, Development, Escalation team, TAM & CSM) as needed to resolve customer issues.
- Research and study on Eloqua features, keep abreast of new releases and functionalities or related technologies to maintain product expertise.
- Write technical articles on Eloqua product for the Knowledge Management.

**Requirements & Qualifications**:

- Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.
- Have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice.
- Excellent interpersonal communication and written skills in English is a must.
- Able to work with mínimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone.
- Requires discretion and independent judgment in a dynamic environment to anticipate and assess ambiguous situations especially when dealing with customers.
- BE/ME in Computer Science, Engineering, related field or equivalent.

**Detailed Description and Job Requirements**

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

**Job**: Support

**Location**: CA-CA,Canada-Toronto

**Job Type**: Regular Employee Hire

**Organization**: Oracle