System Engineer (GOLD/Access)

System Engineer, Gold Support

Who We Are

CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

The System Engineer is a critical part of the Support Services team, responsible for technical and application support for CBORD solutions ensuring our customers receive an exceptional level of service.  The System Engineer assumes leadership in resolving high-impact technical problems, actively contributes to process improvement, acts as a liaison between support, professional services, development, and product management, and serves as a key mentor and resource for lower-level support engineers

What You’ll Be Doing 

• Manage and resolve support cases by providing technical assistance for Oracle POS to customers via phone, email and/or remote access, and other appropriate channels.

• Troubleshoot technical issues to establish root cause of problems and form a solution or workaround across a range of environments.
• Reproduce customer issues and if necessary, file bug reports, escalate cases to development and provide necessary documentation.
• Document customer interactions, support cases and problem diagnostics accurately and thoroughly via the case management system, keeping all stakeholders abreast of case management and resolution.
• Take ownership of solving problems, but also have a clear understanding of when a problem requires escalation, dispatch, and teamwork.
• Coordinate across numerous departments while driving to resolution.
• Interact with customer to provide and process information in response to inquiries, concerns, and requests about Oracle POS.
• Consult with Technical Support Engineers as a senior level resource to help resolve difficult support cases while sharing knowledge of the resolution.
• Maintain an advanced level understanding of Oracle POS solutions, staying current with system information, process/policy changes and relevant information.
• Take ownership for identifying and acting on process improvements opportunities.
• Contribute to company knowledgebase and training content, taking on a lead role for Oracle POS support.

What You’ll Bring to the Table

• Oracle DBA
• Experience administering, supporting and troubleshooting:
  • Advanced knowledge of PL/SQL, writing advanced SQL statements, creating triggers, procedures
  • Advanced knowledge of RMAN Backups, Data Recovery, DataGuard
  • Knowledge of Oracle performance tuning, data collection and analysis, monitoring DB performance, security
  • Ability to perform Upgrades, patches/security patches
  • Crystal Reports knowledge a plus
• Fluency in one or more programming languages. Preferred languages include CMD, XML, Javascript, CSS, PHP, and HTML.
• Planning, staging, and programming experience with door access control and patron financial account management card systems in a Higher Education environment. CSGold systems knowledge is preferred.
• REST API and XML interface troubleshooting and development knowledge.
• Working knowledge of networking and networking protocols across multiple sites, user accounts, file system permissions, licensing, etc.
• Experience with configuring and installing various network devices and services such as routers, switches, firewall, and VPNs.
• Experience with performing network maintenance and system upgrades including firmware updates, patches, and security configurations.
• Experience of troubleshooting issues by analyzing application logs
• Analytical problem-solving skills for troubleshooting performance and technical issues
• Exceptional customer service persona with the capacity to interact with different individuals and teams across the organization.
• Excellent verbal and written communication skills with the ability to create and maintain useful documentation of technical systems and procedures.
• Ability to establish and maintain highly effective working relationships.
• Initiative for learning new technologies and skills.
• Ability to work productively under minimal supervision.
• A college degree in Computer Science (or related fields), Information Technology (or related fields), or equivalent experience is required
• 10+ year of relevant work experience supporting customers in a technical environment is required
• A positive, professional, and solution-oriented outlook on the role

What’s Good to Know 

• Provide technical support outside of regular business hours when necessary.
• Occasional travel will be requested; less than 10%
• Career Development Opportunities available

Who You’ll Work with

• Customer Care team, including Leadership
• Other team members across all departments (Support, Development, Product Management, QA, Sales, Professional Services)
• Clients/Customers
• Third Party Vendors

Why Join the CBORD Horizon DREAMteam? 

DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.

DREAMperks

Staying Healthy

• Eligible team members have access to a robust health insurance plan on their first day of employment.
• To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year.
• Access to an Employee Assistance Program.

Enjoying Time-Off

Eligible team members are granted with the following paid time off annually:

• Vacation: 15 vacation days; pro-rated during the first year
• Holidays: 10 paid holidays each year
• Sick Time: 5 sick days
• Personal days: 3 personal days; pro-rated during the first year

Planning for the Future

• Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay. Fully vested on day one.
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program

Make an Impact 

• DREAMcares (The Company’s outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.

Apply and Join the DREAMteam

To view more amazing roles at CBORD and Horizon, visit our career pages at www.cbord.com/careers

This description is intended to be generic in nature. It is not intended to determine all specific duties and responsibilities of any particular position. Essential functions and overtime eligibility may vary on the specific tasks assigned to the position.