**Essential Duties and Responsibilities**
- Oversee post sales customer service requests
- Troubleshoot issues and liaise with next level SMEs (Subject Matter Experts)
- Work closely with Operations when managing requested tasks
- Gather client product feedback to help product management define the product roadmap
- Ensure that the highest level of client satisfaction is achieved through on-going communication and prompt resolution of client issues
- Proven ability to mentor and display leadership and ownership of issues
- Document troubleshooting procedures for new product features and issues
- Create knowledge base articles for both internal and customer-facing solutions
- Participate in on-going training to Support team members
- Required to participate in the weekend on-call rotation and maintenances
- Required to provide some Holiday coverage
- Shift : Monday to Friday. 9am to 6pm pacific
**Essential Qualifications, Skills, Abilities, and Background**
- Bachelor's degree in information technology, computer science, or a related field or equivalent experience
- Strong customer service skills
- Experience with cloud-based/SaaS solution offerings
- preferably in the area of marketing automation
- Strong Analytical capabilities
- Excellent organization, time management, and communication skills
- Willingness to 'roll up one's sleeves and assist wherever needed
- Ability to function and thrive in a team environment with an appreciation of aggressive goals
- Strong written and verbal communication skills with experience communicating technical concepts to a non-technical audience
- Working knowledge of data and relational database systems (SQL, Merge concepts, Filters).
- Excellent troubleshooting skills and methodology
- Experience with researching log files to determine root cause of an issue (using tools such as Kibana)
- Working knowledge of Linux/Unix a plus but not required
- Some basic programming skills and experience (Unix scripting, HTML, Java, C++, etc) helpful
- Experience with Responsys Interact is a plus
- Experience and aptitude in the creation of technical documentation is a plus
- Experience with Apache FreeMarker is a plus
- Experience with Web Service/API is a plus
- Experience with XML is a plus
- Working experience supporting mobile technologies is a plus (SMS, MMS, Mobile Apps)
- Experience with Android Studio is a plus
As a Sr. 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. 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 mínimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
