The objective of the Technical Support Engineer is to provide comprehensive telephone/e-mail/ticketing technical and application support in a fast-paced 24x7 SaaS environment. In this role, you will act as a trusted technical resource to Oracle | Responsys customers and must possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. You will be a trusted advisor who our customers rely on to provide best practices and knowledge when using the Oracle | Responsys B2C Marketing Cloud Services!

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 Maintain a detailed understanding of product architecture, technical components, and application functionality Leverage your knowledge of the product to achieve subject matter expert status 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 3+ years’ customer support experience for software applications 2+ years’ with multi-tiered application /enterprise support 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) Experience documenting cases using a ticket tracking application such as Jira, Remedy, Siebel, etc. 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

Career Level - IC3