Technical Support Engineer(Health&Science team)

Career level

Middle (2-5 years), Senior (5-10 years)

Spoken languages

English

Job Address(es)


Oracle Health Sciences Global Business Unit (HSGBU) is one of the strategic areas for Oracle’s future growth. HSGBU is a market leader for Clinical Trial software, and our products are used by top pharmaceutical companies around the world to test and get new drugs approved for marketing. HSGBU is also investing heavily in the development of a new suite of Healthcare Products and Health Sciences Analytics products. Healthcare products are specialized in electronic transfer of medical records, data consolidation and business intelligence of healthcare information.

 

This position is specifically to offer technical and functional support for HSGBU products. Previous knowledge of the products or the health sciences industry is a plus but not a requirement. The work requires deep analytical skills, quick learning capabilities, and not being afraid of learning new technologies. HSGBU is rapidly growing and is a place where you can find opportunities to develop your career and get expose to the latest Oracle technologies in an exciting industry.

 

More information about Oracle HSGBU is available here:

 

Brief Posting Description:

 

Support Engineer for HSGBU Support. As a support engineer, you will provide post-sales technical support to assure the highest level of customer satisfaction. The job is HIGHLY TECHNICAL and to offer advance support. Your primary focus will be to utilize technical and functional knowledge to diagnose, document, and resolve customer issues in a timely and appropriate manner. No previous Health Sciences background is required. Support is done globally and you will be interacting with customers all around the world.

 

Detailed Description:

 

As a Support Engineer, you will be the technical interface to customers for resolution of problems related to the installation, recommended maintenance and use of Oracle Health Sciences products. You are expected to build in-depth knowledge of products under your responsibility and to be familiar with the technology stack that supports those products. In addition, you should be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions for customer issues. Other responsibilities related to the position are:

 

  • Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with Oracle global standards
  • Build and Maintaining product expertise in assigned product or technical area
  • Working towards, adopting and contributing to new processes and tools (communication tools, diagnostic methodology, health checks, scripting tools, etc.)
  • Contributing to Knowledge Management content creation and maintenance
  • Participating in Root Cause Analysis and Corrective Action activities defined within the product or technical area
  • Working with development on product improvement programs as required
  • Operating within Oracle business processes and procedures
  • Respond and resolve customer issues within Key Performance Indicator targets
  • Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product or technical area
  • Ensure the timely completion of planned proactive tasks and Service

 

Job Requirements

  • BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics /Chemistry/Pharmaceuticals/Medicine
  • Knowledge of Oracle PL/SQL or other SQL language- Familiarity with web server technology.
  • Familiarity with business-level software products (examples: ERP, CRM etc)
  • Pharmacovigilance experience is not required, but is a plus
  • Argus Safety or ArisG knowledge is not required, but is a plus
  • # or other web technologies knowledge is not required, but a plus.
  • Unafraid of being expose to unfamiliar technologies or products.
  • Strong analytical skills to resolve complex problems with few or confusing information.
  • Ability to work as an Individual Contributor in a self-motivated fashion
  • Quick learner
  • Must have strong time-management skills
  • Excellent customer service orientation. Ability to work with little supervision.
  • Ability to self-explore and self-learn new technologies or product functionalities
  • Previous knowledge of Health Sciences or Healthcare industry is a plus but is not a