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oracle

Lead Solution Engineer

CDx
IND
Full-time
Lead · 5–7 years experience
Onsite
Discovered 1 weeks ago
Communication

Full Job Posting

Required Qualifications:

  • Bachelor's degree in Computer Science, Information Technology or a related field.
  • Proven experience in customer support, technical support, or product support (typically 5-7 years).
  • Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
  • Excellent communication skills, both written and verbal.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.
  • Experience in ITSM Tools like Service Now, Remedy etc.
  • Familiarity with product development processes is advantageous.
  • Patience, empathy, and a customer-first attitude.
  • Soft Skills: • Strong communication and interpersonal skills. • Ability to work collaboratively in a team-oriented environment. • Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.
  • Strong communication and interpersonal skills.
  • Ability to work collaboratively in a team-oriented environment.
  • Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.

Responsibilities

  • Provide timely, accurate, and professional assistance to customers.
  • Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
  • Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
  • Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
  • Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
  • Escalate complex issues to higher-level support or engineering teams as necessary.
  • Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
  • Provide feedback and insights from customers to help improve product development and user experience.
  • Participate in product testing and quality assurance to identify potential issues before launch.
  • Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
  • Stay updated on product updates, new features, and industry best practices.

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