Oracle Developer Tools Support Engineer

RESPONSIBILITIES

• To manage and resolve 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
• Maintaining product expertise within the team
• Reducing escalations
• Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
• Contributing to Knowledge Management content creation and maintenance
• Working with development on product improvement programs (testing, BETA programs, etc) as required
• Operating within Oracle business processes and procedures
• Respond and resolve customer issues within Key Performance Indicator targets
• Maintain an up-to-date and in-depth knowledge of new products released in the market for the supported area
• Ensure the timely completion of planned proactive tasks and Service Requests
• Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
 
QUALIFICATIONS:
• The ideal candidates should have a degree in Computer science, 2-5 years experience in developing applications using Oracle products such as: Application Express,  Forms and / or Reports; knowledge of any other Oracle tools, Java basics, Oracle WebLogic Server or other WEB technologies is an advantage
• Knowledge of SQL and PL/SQL
• Able to identify, clarify, replicate and resolve technical problems of clients
• Demonstrate strong troubleshooting and analytical problem solving skills
• Ability to read and interpret stack traces and troubleshoot issues involving system and process crash events
• Excellent verbal and written communication skills in English
• Customer support and communications skills
• Ability to learn new technologies quickly
• Able to multi-task and manage multiple technical issues reported by customers