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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).As a member of the Oracle NetSuite Global Business Unit (GBU), the Support Trainer is responsible for facilitating learning initiatives for the Support team. Activities include conducting workshops, instructor led training and guiding Support Engineers through structured learning activities defined within the various enablement programs.Additionally, you will be in a position to contribute to the growth and development of overall Support Enablement programs. You will be responsible for assisting in the ongoing development of enablement training and associated materials. Such activities include administering feedback sessions, revising or developing content based on participant feedback and new program initiatives, partnering with team members to ensure a consistent experience across all offices, and providing support as requested for overall Enablement operations.**Responsibilities**The Support training team is responsible for new hire enablement which begins with NetSuite Essentials, Operations, Product/Vertical-Specific In-Depth Training and Buddy-Up, up to the new hire's first checkpoint - their 3rd month evaluation. Likewise, the team spearheads activities related to ongoing trainings and New Feature Trainings (NFTs) during releases, either by creating the training modules or by collaborating with Support Operations for the development of these courses.As a Staff Instructor, you will help oversee onboarding of new technical support employees, including facilitating orientations, training delivery and performance evaluations. Some key responsibilities of the role include:- Facilitate ERP or Technical NetSuite product training for new and existing employees- Conduct regular coaching sessions and provide feedback for performance evaluation reviews- Plan and manage operations training schedule which requires close coordination with key process owners- Maintenance of resources and tools primarily essential for daily instructor activities. This includes regular reviews of training roadmap, syllabus, decks and checkpoint exams.- Design and develop learning courses relative to product development and business needs- Work effectively with Vertical Leads, SMEs, PSE and WFM for New Feature Training reviews- Participate in the SME/SuiteGuru Program- Support initiatives and upskilling efforts for similar enablement programs- Excellent people skills with the ability to work in a global, team environment- One year prior working experience with Oracle NetSuite products (or at least two years related experience without Oracle NetSuite products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).- Prior training experience preferred- Strong team player with the ability to organize, prioritize, and manage responsibilities simultaneously- Outstanding communication skills; presentation, written, verbal,
