北京招聘

职位描述：
Department Description

The following job is performed by Technical Support Engineer (TSE).
? Manage and resolve service requests (SR) logged by customers and support partner and contribute to proactive support activities according to product support strategy and model on Oracle Middleware product area.
Also it has the following responsibility.
? Respond to and resolve customer issues within key performance indicator targets.
? Manage customer expectations throughout the SR lifecycle in accordance with global standards.
? Create and maintain knowledge management content.
? Ensure the timely completion of planned proactive tasks and SRs.
? Properly document product issues and enhancement requests (bugs) in accordance with guidelines.
? Maintain current skill and schedule data in for use in SR assignment, etc.
Additional Details

Requirement:

Information Technology Skill :
Strong Java Skill:
? Understanding Java architecture and programming.
? Reading skill of Java code.
? Trouble shooting skill of Java code/runtime issues.
Basic information technology wide knowledge and experience.
(It is necessary to be able to use some application software on Windows, Linux or UNIX.)

It is the best when there is either of the following experiences.
? Development of software products
? Technical Assistance of software products
? Maintenance or Troubleshooting of software products
Communication Skill :
Communications in Japanese with customer.

Language Skill :
English and Japanese
? English - Technical communications (reading, writing and conversation) should be able to be done in English.
? Japanese - The native level is needed to talk in Japanese with the customer.
Also this TSE needs to acquire the following skills of Oracle Middleware Technical Competencies.
? Middleware products administration skills.
? Understanding of Web Servers (OHS, Apache, etc.) and Application Servers (WebLogic, Websphere, IIS, etc.)
? Understanding of HTTP architecture.
? Understanding of basic network architecture (TCP/IP, UDP/IP, multicast, unicast, etc.).
? Understanding of Web Service architecture (WSDL, SOAP, UDDI, etc.)
? Understanding of XML architecture (XML, XML Schema, DTD, XPath, XQuery, XSLT, etc.)
? Understanding of Database (Oracle, DB2, SQL Server, etc.)
? Understanding of JMS (Oracle AQ, WebLogic JMS, Websphere MQ, etc.)
? Understanding of Java Application Programming Interfaces (Java EE, Java SE, JDBC, JMS, Web Services, RMI, etc.).
Shift Working Capability:
Working basically based on Japan Calendar including some night/weekend/holiday shifts.


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.

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 management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle) 举报 分享

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
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