As a member of the Oracle SaaS Cloud Central team, you will be responsible for:
- Post-sales technical support of all SaaS Cloud Administrative activities.
- This includes, but is not limited to, support of:
- Environment refreshes (Moving data from a source environment to a target environment)
- Planned and unplanned outages
- Oracle SaaS Cloud Portal features & functionality
- Activating & provisioning SaaS Cloud accounts & environments
- IP Allowlisting setup
- Environment resizing setup
- Language Pack installation setup
- SaaS account creation & password resets
- Sign-on problems, including Single Sign On (SSO)
- VPN setup & configuration & some types of networking issues (collaborating with Cloud Operations & Networking teams)
- Migration related issues from one data center to another
- Partnering with our Cloud Operations & Development teams to provide solutions to customers
**Education & Experience**:
- Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA Or functional degree + technical higher degree
- 2+ years supporting, developing or implementing SaaS products
- 1 - 2 years networking / database administration
**Required Skills**:
- Understanding of SaaS lifecycle events
- Outstanding analytical skills
- Unprecedented customer service skills
- Multitasking skills
- (Portuguese a plus)
As a 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.
Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
Able to work with general guidance from senior support engineers and management and, in some areas, may work independently.
Solutions often take time to develop through research, collaboration or problem replication.