职位详情

此职位薪水需要根据日英能力和技术能力，通过面试综合评定Oracle Marketing Cloud (OMC) Eloqua Product Support Engineer for English & Japanese Languages Speaking (Dalian)Objective:As a Support Engineer of Oracle Marketing Cloud (OMC) for Eloqua product, act as the technical interface to customers and responsible for resolution of problems through research, collaboration or problem replication.Responsibilities:Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in OMC Eloqua product.Manage customer’s escalations/expectations and ensure timely delivery of high quality resolution on technical issue focusing on root cause analysis and prevention.Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Eloqua technologies to avoid such problems in the future.Educate and walk the customer through the problem-solving process.Adopt appropriate diagnostic methodology & procedures when handling and documenting technical issues that complies with Support processes, policies & SLAs.Collaborate on cross-team and cross-product technical issues by working with resources from other groups (including Problem Management, Development, Operation and Escalation teams) as needed to resolve customer issues.Research and study on Eloqua features, keep abreast of new releases and functionalities or related technologies to maintain product expertise.Write technical articles on Eloqua product for the Knowledge Management.Requirements & Qualifications:Candidate should possess the following skills & competencies:Knowledge of digital marketing dynamics, email routing & deliverability, Java, HTML, XML, Rest APIs/Restful services, JSON, Web scripting/services and web technologies like SPF, DKIM, SSL, SEO will be advantageous.Great problem solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.Must have strong customer-centricity mindset and the passion to work in service support line of business including providing preventive support and proactive advice.Excellent interpersonal communication and written skills in English and Japanese is a MUST. Since this position requires Japanese speaking skill, it necessary that you have relevant experience in dealing with Japanese customers.Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical timezone.Requires discretion and independent judgment in a dynamic environment to anticipate and assess ambiguous situations especially when dealing with customers.Proven experience delivering high performance enterprise-wide software or SaaS application support or consulting. Knowledge of digital automated marketing tools will be advantageous.BE/ME in Computer Science, Engineering, related field or equivalent.