This job is with Oracle, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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 inquiries main point regarding the use of and fix of our Electronic Support Services. As a main 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 called out issues.
Career Level - IC3
Responsibilities
- Senior Support Engineer is expected to apply considerable support/development/implementation experience, a deep understanding of the underlying technologies, and knowledge of business processes and support processes to interact with a broad spectrum of people within both Oracle and the customer(s) encountering issues during beta and production phases.
- You will be expected to master complex technical and functional areas and have the ability to suggest and/or create diagnostics and fix tools for the larger organization.
- You will also be instrumental in helping to define/refine the future support processes and help prepare the larger support team for the big release.
- You will be expected to coach, mentor, and train your peers in other organizations, interact frequently with senior management in the support and development chain and prepare and present to large and small groups on technical and functional topics.
- An opportunity to work with Cloud customers.
Desired Profile
- Candidate Background and experience
- More than three years of implementation, support, consulting, or development experience (or equivalent) in enterprise business applications.
- Exceptional diagnostic and fix ability and skilled in using industry-standard tools and techniques.
- Extensive experience monitoring, tuning, and/or changing complex applications to optimize the product to perform to customer expectations.
- Extensive experience with one or many aspects of Enterprise Business Applications (Product knowledge, Log reading, Fix techniques, etc). Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning, and so on.
- The ability and attitude to assist junior members of the team in training on new products and technologies are highly desired.
- Knowledge of the Finance products of EBS is mandatory
Behavioral Skills (Required)
- Ability to influence and gain cooperative relationships with a wide range of audiences ranging from executives to technical specialists.
- Superb communication increased skills. Able to communicate very well both technically and functionally in highly intensified situations. Able to produce audience-appropriate communication with executives, support personnel, and customer personnel in tense, advanced situations
- Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what is cause and what is a symptom.
- Good organizational skills. Able to develop a coherent plan of action that meets everyone's needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.
- Ability to persevere in the face of obstacles and ensure customer success,
- Self-starter works well unsupervised or with limited supervision.
- Detail Oriented
- Process orientation preferred
Technical & Analytical Skills (Required)
- Well-developed fix skills, ability to analyze details and synthesize the big picture, frequently working with incomplete or ambiguous data. Creative use of industry-standard tools to aid in the diagnostic process.
- Detailed Functional and technical knowledge of more than one ERP module in any of the following Oracle Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise; JD Edwards EnterpriseOne; Siebel
- Desired Technical Skills
- The following technical skills are desired. In the absence of these skills, the candidate is expected to have one of the role-based Tech skills for EBS or PeopleSoft or JDE, or Siebel. It is expected that the Engineer will develop an understanding of one or more of these skills as required for the role, upon completion of post-hire training in these areas.
- XML: skilled in reading/writing/validating and processing reasonably complex XML documents. Familiarity with DTDs, Namespaces, XML Schemas, XPath, and XSLT.
- Object Orientation and Java literacy: Deep understanding of Object Oriented design concepts (such as inheritance) and experience in supporting/solve applications implemented in Java (ability to analyze/relate to Java exception messages in log files, class loading issues, a basic understanding of JVM operation). Knowledge of J2EE and EJB preferred. Past Programming or known testing experience in Java and other web technologies is preferred.
- SOAP and Web Services: A basic understanding of locating and invoking remote Web Services (UDDI, SOAP). A working understanding of WSDL, RPC/Document style web services, and WS-Security, WS-Reliability.
- Service - Oriented Architecture and BPEL: Familiarity with the SOA development paradigm and the use of SOA suite components (BPEL, Enterprise Service Bus, Business Rules) to arrange/assemble discrete web services into more complex business flows.
- Development framework: Experience supporting/developing/testing web applications implemented using frameworks that expose business services via a Model/View/Controller paradigm, such as Oracle ADF.
Life at Oracle and Equal Opportunity
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
Which includes being a United States Affirmative Action Employer
https://www.oracle.com/corporate/careers/diversity-inclusion/
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We've partnered with industry-leaders in almost every sectorand continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
Disclaimer
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
