Sr Tech Support Analyst, IP Telephony

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)
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
Oracle s Acme Packet products enable trusted, first-class delivery of next-generation voice, data and unified communications services and applications across IP networks for service providers and enterprises. The company's solutions are deployed by more than 1,900 service providers and enterprises globally, including 89 of world's top 100 communications companies.
Oracle s Acme Packet products are part of the core of the Oracle Communications portfolio to enable customers to more rapidly innovate while simplifying their IT and network infrastructures. Service providers are expected to be able to differentiate and monetize offerings through secure and reliable IP-based communications from any device, across any network. We also anticipate enterprise customers will be able to more effectively engage customers, deliver more innovative applications, and improve employee productivity. This combination is expected to provide our partners with an expanded portfolio of world-class solutions to help them create even greater value for their customers.
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.
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. You will have an understanding of all Oracle Communications 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. You may have a project lead role. Oracle will accept a Bachelor s degree in Computer Science, Engineering, or related technical field and three years of work experience in job offered or three years of work experience in a Computer Software Design/Implementation-related occupation.
Ideal candidate will have experience with:
1. LAN and WAN data networking architectures and routing protocols
2. IP Telephony Architectures IMS and VoLTE and VoIP protocols, such as SIP, H.323, MGCP, or RTP/RTCP
3. IP Telephony products from vendors, such as Cisco, Juniper, Ericsson, ALU, ACME, Oracle, or Tekelec
4. VoIP testing and troubleshooting
5. Quality of Service, including IP QoS, End to End QoS, MPLS, and DiffServ
6. Carrier class networking and telephony environments, with an emphasis on next generation IP services
Job: Support
Organization: Oracle
Title: Sr Tech Support Analyst, IP Telephony
Location: United States
Requisition ID: 160017N0 5f922827840d4be5893fc7c0659ded6a

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