Job DescriptionAs a member of the hardware lifecycle 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.The ideal candidate should possess the following skills:Strong knowledge and interest in technology, agility at learning new products, software and features and tools.Be passionate about improving employee productivity and hardware & data security.Ability to communicate effectively with management, peers, and customers, via email, phone, video conferencing and in face-to-face situations (written and verbal)Demonstrate ability to self-motivate, collaborate with others, be detailed oriented, meet deadlines and be flexible within a fast-paced and changing environment.1+ years of Project Management / Support methodologies experience (i.e., PMP, ITIL, DevOps).Strong presentation communication and presentation skills to address audiences.Solves moderately complex business problems and regularly exercises judgment to determine appropriate action.Creates solutions to solve challenging customer scenarios and maintains a high level of customer satisfaction.Lead projects to streamline team processes. Creates documentation and automates repeatable steps where appropriate.Advises peers and managers in and off team globally on solutions identified.Career Level - IC3ResponsibilitiesAs a Sr. 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.Essential Duties and Responsibilities include, but are not limited to:Analyzing issues or problems, develop creative solutions, and assess risks.Develop strategies for resolving identified issues and how to prevent future occurrences.Problem Management - Analyze, detect, report, and solve. Prevent repetitive issue patterns or problems using known solutions and creative thinking. Assess risks and benefits of any proposed root cause solutions.Serve as liaison between Oracle employees and laptop suppliers to address and resolve issues at a macro and micro level.Ability to resolve employee issues via email, phone, video conferencing and in face-to-face situations (written and verbal).Providing direction in the use of resources and applications to Oracle employees, referring them to knowledge-based articles and online resources for more in-depth answers regarding the end-to-end hardware lifecyclePromoting and living up to our OCI Organizational Culture and Values:Put Customers First – When faced with a choice between what is easy for us and what is good for customers, customers win every time.Act Now, iterate – We move quickly but deliberately, and we iterate toward better solution.Nail the Basics – We recognize that the path to advanced solutions always runs through the basics.Expect and Embrace Change – We embrace change as an opportunity for growth and greater success.Take Risks, Remain Calm – We recognize that learning from our failures is part of our path to success.Don’t Be a Jerk – We treat each other with dignity. We seek understanding by listening before we speak.Own Without Ego – We take responsibility for the state of our team, our products, and ourselves. We never say, “That’s not my job.”Earn Trust, Give Trust – We build trust by communicating openly and transparently. We give trust easily, and we recognize that trusting each other is essential to our success.Take Pride in Your Work – We identify work that needs to be done to achieve our team goals. We take responsibility for either changing our work or changing ourselves when we don’t find pride in our work.Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range: from $21.59 to $60.63 per hour; from $44,900 to $126,100 per annum. May be eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company matchPaid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.11 paid holidaysPaid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.Paid parental leaveAdoption assistanceEmployee Stock Purchase PlanFinancial planning and group legalVoluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer: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
