Technical Analyst 3-Support (NSAW) Q3FY26
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Job Location:
Makati City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Provide phone and online support to NetSuite Customers. The types of Customer we encounter ranges from the non-technical resources to actual in-house or third party developers.
Conduct troubleshooting of NetSuite proprietary APIs. This involves debugging actual codes created by Customers and help determine whether it is a product defect or not.
Gather details regarding Customer processes to be able to determine how we can best Support and give direction.
Participate in company initiatives promoting the growth of Product Knowledge. This will include participation with mandated internal trainings specific to the Product area and general operations.
Work with other Departments such as Quality and Assurance Professional Services Product Management and Development to ensure fast turnaround. This is bound by processes but all of which aims to give quality service.
Adapt to the fast paced nature of the NetSuite Cloud Based Software and new proprietary technologies and innovations are being pushed yearly.
Technical Skills
MySQL and SQL
Database management
Java and JavaScript
Knows how to read/analyze XML
Computer hardware (desktop printer etc.) and software troubleshooting
Familiarity with point-of-sale system is a plus
Career Level - IC3
Responsibilities
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 minimal direction from this position you will routinely act independently while researching and developing solutions to customer issues.
Promptly resolve inbound calls and online Support cases from customers partners and internal employees
- Performs routine to moderately complex troubleshooting and analysis to resolve issues
- Identifies software defects and reports to Quality Assurance/Development for investigation of root cause and fixing
- Documents case through formalized written communication
- Handle inquiries and problems within assigned major product area expertise/ skill set and effectively triage those outside area of expertise and transfers to the next Support level
- Creates and maintains product specific terminology glossaries and language style guides to ensure consistency and cultural conformity
- Create and maintain knowledge base that enable self-service support for customers/partners
Qualifications
Career Level - IC3
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when eve ... View more
