Job
Description
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. Oracle Fusion Support delivers technical solutions to leading companies worldwide to assess, acquire and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry. The Fusion Applications Technologies Support team is expanding to support our rapidly increasing customer base. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees, and the organization overall. If you are excited by the notion of defining a group from early stages on and shaping our collective future, then this is the place to be. The position is for the Fusion Applications Technologies team that supports Oracles brand new Public Cloud Services that comprise of Software-as-a-Service (SaaS) product offerings for Oracle s Next Gen Fusions Applications - HCM, ERP, SCM, CRM etc. As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering / Math / Physics / Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle). Desired Technical Skills Business Intelligence Oracle Business Intelligence Enterprise Edition (OBIEE) BI Publisher (BIP) Oracle Transactional Business Intelligence (OTBI) Business Intelligence Cloud Extract(BICC) Oracle Analytics Cloud(OAC) Database Related (Intermediate): Conversant with Oracle Database. Good knowledge of SQL queries, PL/SQL, SQL Tools. ERP Related (Intermediate): Exposure in running Application, working on BI Publisher reports, and troubleshooting issues related. Fusion Middleware Related (Intermediate): WebLogic Server: Familiar with WLS architecture concepts. Desired experience with WebLogic Server Object Orientation and Java literacy: Deep understanding of Object Oriented design concepts (such as inheritance) and experience of supporting/troubleshooting applications implemented in java (ability to analyze/relate to java exception messages in log files,class loading issues, basic understanding of JVM operation). Knowledge of J2EE and EJB preferred. Past Programming or white box testing experience in Java and other web technologies is preferred. XML: skilled in reading/writing/validating and processing reasonably complex XML documents. Familiarity with DTDs, Namespaces, XML Schemas, XPath and XSLT. Operating System (Intermediate): Basic Unix commands Usage of Putty Basic knowledge of Shell Script Mandatory Skills An exceptional diagnostic/troubleshooting ability and skilled in using industry-standard tools and techniques. Extensive experience monitoring, tuning and changing complex applications to optimize the product to meet customer expectations. Excellent communication skills. Should be able to communicate audience-appropriate, including executives, support personnel, and customer personnel in tense escalated situations. Well-developed listening skills. Should be able to discern core issues in an environment where it may be challenging to determine the symptoms and cause. Good organizational skills. Should be able to develop a coherent plan of action that meets everyone s needs to resolve a given situation as quickly as possible. Self-starter works well unsupervised or with limited supervision. Note: This role may need to work on weekends and shifts on a rotation basis.
