Support Engineer - Oracle Commerce

.Support Engineer - Oracle Commerce-210010KR**Applicants are required to read, write, and speak the following languages**: English**Preferred Qualifications**Preferred Qualifications - Internal**Oracle Commerce Support Engineer**This is your opportunity to join a leader in digital commerce and work with a comprehensive technology platform to process, store, manage, search and analyze structured and unstructured information - enabling businesses to make stronger and more profitable decisions. Oracle Commerce enhances cross-channel commerce, merchandising, and online customer experiences.**Department Description**:The Oracle Commerce Product Support team provides high quality customer support to companies around the globe using our e-commerce solutions. Oracle provides excellent career opportunities through employee development and hands-on experience supporting Oracle customers worldwide.**Responsibilities**:- Primary job responsibility is to troubleshoot and resolve technical issues in Oracle Commerce products (CX Commerce Cloud, Oracle Commerce On-Premise, Endeca Guided Search).- Demonstrate strong customer focus though direct and frequent interaction with global customers on the phone and through written communication.- Learn internal support processes, and evaluate and provide feedback on them to management.- Work independently and within teams to manage high severity, escalated, complex, mission critical customer issues within contractual guidelines.- Create technical documents for peers and customers (My Oracle Support Knowledge Articles). Periodically review and update technical documents to maintain relevancy.- Ability to work weekday shifts covering evening hours up to 8:30 pm local time. 8-hour shifts are typical. Occasional 24x7 weekend on-call shifts required.- Engage with Development, Product Management, Service Delivery, and Customer Support teams for other Oracle products to resolve customer issues while remaining accountable for customer expectations.- Proactively identify customer needs and engage internal resources to ensure customer success.Technical Skills:- Strong programming background including direct experience with Java (or similar languages, e.G. C#, C++) and Javascript web frameworks.- Knowledge of RESTful web services, particularly how to troubleshoot a REST request/response.- Ability to interpret Java stack traces and processing flows from thread dumps. Java heap dump analysis ability is a plus.- Working knowledge of SQL, JDBC, and relational databases.- Oracle ATG Web Commerce, Oracle Commerce Cloud and/or Endeca Guided Search experience is desirable. This includes general e-commerce concepts such as personalization, shopping carts, customer service, content creation and management; and general search concepts such as guided search, search interfaces, and relevancy ranking