Is software support an option for your career?
By Maria Sandu on Aug 20, 2014
If you have a technical background, why should you choose a career in support?
We have invited Serban to answer these questions and to give us an overview of one of the biggest technical teams in Oracle Romania. He’s been with Oracle for 7 years leading the local PeopleSoft Financials & Supply Chain Support team. Back in 2013 Serban started building a new support team in Romania – Fusion HCM. His current focus is building a strong support team for Fusion HCM, latest solution for Business HR Professionals from Oracle. The solution is offered both on Premise (customer site installation) but more important as a Cloud offering – SaaS.
So, why should a technical person choose Software Support over other technical areas?
“I think it is mainly because of the high level of technical skills required to provide the best technical solutions to our customers. Oracle Software Support covers complex solutions going from Database or Middleware to a vast area of business applications (basically covering any needs that a large enterprise may have). Working with such software requires very strong skills both technical and functional for the different areas, going from Finance, Supply Chain Management, Manufacturing, Sales to other very specific business processes.
Our customers are large enterprises that already have a support layer inside their organization and therefore the Oracle Technical Support Engineers are working with highly specialized staff (DBA’s, System/Application Admins, Implementation Consultants). This is a very important aspect for our engineers because they need to be highly skilled to match our customer’s specialist’s expectations”.
What’s the career path in your team?
“Technical Analysts joining our teams have a clear growth path. The main focus is to become a master of the product they will support. I think one need 1 or 2 years to reach a good level of understanding the product and delivering optimal solutions because of the complexity of our products. At a later stage, engineers can choose their professional development areas based on the business needs and preferences and then further grow towards as technical expert or a management role. We have analysts that have more than 15 years of technical expertise and they still learn and grow in technical area.
Important fact is, due to the expansion of the Romanian Software support center, there are various management opportunities. So, if you want to leverage your experience and if you want to have people management responsibilities Oracle Software Support is the place to be!”
Our last question to Serban was about the benefits of being part of Oracle Software Support. Here is what he said:
“We believe that Oracle delivers “State of the art” Support level to our customers. This is not possible without high investment in our staff. We commit from the start to support any technical analyst that joins us (being junior or very senior) with any training needs they have for their job. We have various technical trainings as well as soft-skills trainings required for a customer facing professional to be successful in his role.
Last but not least, we’re aiming to make Oracle Romania SW Support a global center of excellence which means we’re investing a lot in our employees.”
If you’re looking for a job where you can combine your
strong technical skills with customer interaction Oracle Software Support is
the place to be! Send us your CV at oraclerecruitment_RO@oracle.com.