eeho/CX_1/ is Hiring a Technical Support Engineer - NetSuite for Government solutions Near United States,

The Oracle NetSuite for Government Support Team is seeking a Technical Support Engineer. As a member of the Support organization, your focus is to deliver post-sales support and solutions to the customer base while serving as an advocate for their needs. This involves resolving post-sales non-technical customer inquiries via phone and other 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 partners on a diverse set of customer situations and escalated issues.

Responsibilities include:

• Responsible for resolving client's issues or cases or concerns via phone, email, chat and Zoom.

• Assist client with functionality related questions through available documented product information

• Conduct research and testing to troubleshoot basic functionality- related issues.

• Partner across the NetSuite for Government Technical Support Team to facilitate access to customer environments and diagnostic tools

• Provide analysis of data from internal tools like Application Performance Management (APM), TEA Tools, ErrorDB for customer and internal reports to customers and internal teams 

• Escalate complex issues to correct team for further troubleshooting

• Keep client updated on their open Support cases based on service level targets

• Ensure that customer satisfaction is maintained at an acceptable level as defined in the expectation metric

• Create Knowledge Base articles on common functionality-related questions

• Enhance product knowledge by attending New Features training on assigned product area/s or skill set/s 

• Provide incident resolution to customers who report problems under the scope of support

• Provide detailed investigation and analysis of incidents to determine the entire scope of the problem and establish sound business case justification and understanding of the incident reported 

• Work with internal stakeholders like Support Management / Support Operations to provide updates and internal information on incidents to allow Customer Support stakeholders to make educated decisions and strategy based on facts 

• Work with cross functional engineering and operation departments to determine next steps in troubleshooting, Issue resolution and continuous learning 

PREFERRED Qualifications include:

• 3 OR MORE years of Technical Support role experience, ideally for the data center hosting a Cloud-based application solution.

• Flexibility for after hours on call work as needed.

• Outstanding problem solving skills.

• Strong customer facing skills and focus.

• The ability to effectively collaborate with cross functional teams and communicate in both verbal and written forms

• A committed, self-motivated, proactive, critical-thinking, methodical, pragmatic, yet creative team-oriented work style.

• Good understanding of Network, ISP and Security

• Good understanding of Core Internet Architecture

• Good understanding of Programming Language such as HTML, CSS, JavaScript, jQuery, PHP and/or XML is a plus

• Good understanding of SQL is preferred

• Experience troubleshooting Client, Network, Server and Web Store issues is a plus 

• Experience building Web Sites is a plus

• Public sector/Governmental customer or employer experience a plus

• Bachelor degree or higher in relevant discipline, OR equivalent career experience.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law. At Oracle, we don’t just value differences—we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion.

https://www.oracle.com/corporate/careers/culture/diversity.html

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