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Job Posting Title
IRC2311563

Job Title
Technical Analyst 3-Support

Organization Name
Technical Support of Oracle Tuxedo and Application Server products - Japanese Speaking

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 Tuxedo and Application Server 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.

Brief Posting Description

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.

Detailed Description

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 Requirements

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)

Additional Details

Requirement:
Information Technology Skill :
Strong Programinng Skill:
- Understanding C and Java programming.
- Trouble shooting skill of code/runtime issues.
Basic information technology wide knowledge and experience.
(It is necessary to be able to use some application software on Unix, Linux or Windows.)
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
Product Specific Skill (Preferred):
- Understanding Database, Oracle Database is plus.
- Understanding Transacto Processing Monitor.
- Understanding rehosting.
- Reading skill of C++ and/or COBOL code.
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 Tuxedo and Application Server Technical Competencies.
- Oracle Tuxedo and Application Server Products(WebLogic Server) Administration skills.
- Including installation, patching, system administration of Middleware product.
- Understanding of Tuxedo/Application Server architecture, Customer's needs, and Rquired solutions.
Shift Working Capability:
Working basically based on Japan Calendar including some night/weekend/holiday shifts.

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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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