Oracle RightNow Support Engineer

Job Title: Oracle RightNow Support Engineer
Worksite Location: Dallas TX (Hybrid)

POSITION OVERVIEW:

The team is seeking a Level 9 Technology Support Engineer to provide comprehensive support coverage for applications within the CM&T business organization. The mission focuses on maintaining operational excellence stability and necessary system enhancements across critical customer service platforms. The role requires an experienced professional to manage day-to-day application health and technical compliance.

DAY-TO-DAY RESPONSIBILITIES

• Provide support coverage for all applications within the technology stack including Oracle RightNow (SaaS CSR platform) and PHP with a SQL Server backend.
• Maintain troubleshoot production issues and implement application enhancements.
• Perform routine security scans to identify vulnerabilities and ensure compliance.
• Execute necessary application upgrade and patching activities.
• Maintain and manage the CI/CD pipeline for software deployments.
• Handle incoming support enhancement security and compliance tickets within established SLAs.

TOP 3 REQUIRED SKILLS

• Oracle RightNow Cloud Service (4 years)
• PHP (4 years)
• SQL Server Backend (4 years)

ADDITIONAL DESIRED SKILLS

• Agile Methodology
• .Net
• Artificial Intelligence (AI)
• Oracle CX Service

IDEAL CANDIDATE PROFILE

The ideal candidate is an experienced Oracle RightNow specialist with strong backend development skills in PHP and SQL Server. They should possess a strong technical troubleshooting background in a SaaS environment combined with a disciplined approach to security and deployment pipelines. A professional comfortable working in a hybrid environment who can independently drive ticket resolution within a structured SLA framework will fit best.

Job Responsibilities

• Manage support coverage and ticket resolution within defined SLAs for Oracle RightNow and PHP/SQL Server backend applications.
• Diagnose troubleshoot and resolve production issues while executing application enhancements.
• Conduct regular security scans platform upgrades and system patching to maintain operational health.
• Support and optimize the CI/CD deployment pipeline for application delivery.