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 x86 Technical Support Engineer, you will be the providing technical support to Oracle Service customers for problem resolution related to their Oracle equipment. This could include:

·    Provide post-sales, Hardware support or facilitate resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable

·    When necessary, escalate calls to the appropriate level of support with complete and accurate information.

·    Display and maintain high level of professional behavior at all times.

·    Assist in ensuring Customer Satisfaction goals are met.

·    Documenting resolutions to assist with possible future problem resolution.

·    Effectively prioritize workload and manage list of outstanding customer queries.

·    Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise. 

·    Communicate confidently with Sustaining and Product Development Engineers in matters relating to the Systems x86 Team and customers.

Desired Knowledge and Experience:

·    Expertise with the concepts of 

     Server hardware(X86/64) Or SPARC platform, RAID, Memory, ILOM / Bios.

·    Hands-on and remote troubleshooting experience on server hardware and software, system level troubleshooting skills and system administration skills in window,  Linux or Solaris

Exposure and expertise with Server hardware, Cloud environment, datacenter knowledge and hands-on experience.

·    Understanding of the concepts of technical support including responding to customer issues within deadlines.

·    Highly self-motivated, able to handle multiple tasks in a fast-paced environment.

·    Effective team work skills & able to work independently.

·    Sound organizational and planning skills.

·    Customer focused, with a pro-active and responsive approach.

·    Skills in troubleshooting and problem resolution. Strong analytical skills to resolve complex problems with minimal or confusing information.

·    Good customer interaction skills.

·    Ability to self-learn new technologies or product features.

·    Excellent telephone and e-mail etiquette are essential.

·    Ability and level of comfort with speaking on the phone for extended periods of time.

·    Excellent verbal and written English Language communication skills.

·    Japanese language skills.

Career Level - IC3