Technical Analyst 3-Support

We are seeking a highly skilled Oracle Integration Cloud (OIC) Support Specialist to join our team. This role focuses exclusively on providing exceptional support for Oracle Integration Cloud services, ensuring seamless integration experiences for our customers. The ideal candidate will have deep expertise in Oracle Integration Cloud, robust technical troubleshooting skills, and a passion for customer success. This position requires a proactive approach to resolving complex technical issues and fostering customer relationships.

As a Sr. Support engineer of the Support organization, your primary responsibility is to deliver post-sales technical support and solutions to the Oracle customer base while serving as a strong advocate for their needs. This includes addressing technical questions, troubleshooting issues, and resolving inquiries related to Oracle Integration Cloud services. You will be a key point of contact, facilitating effective communication and resolution for escalated cases.

Career Level - IC3

Key Responsibilities:

Oracle Integration Cloud Support:

• Serve as a dedicated support specialist for Oracle Integration Cloud products and services.
• Diagnose and resolve issues related to integration flows, adapters, and APIs.
• Proactively monitor integration performance and recommend optimizations.

Technical Troubleshooting and Solutions:

• Address problems involving Oracle Integration Cloud installations, configurations, and use.
• Investigate and resolve issues related to data mapping, orchestration, and process automations.
• Collaborate with development teams on complex integration problems.

Customer Support and Advocacy:

• Provide timely and effective resolution to customer inquiries.
• Advocate for customer needs and ensure issues are resolved to their satisfaction.
• Maintain strong relationships with customers, acting as their trusted advisor for Oracle Integration Cloud.

Collaboration and Communication:

• Work closely with cross-functional teams to resolve integration challenges.
• Escalate critical issues to product development or higher support tiers when necessary.
• Deliver clear, concise updates to customers and internal stakeholders regarding case status.

Product Expertise and Knowledge Sharing:

• Maintain comprehensive knowledge of Oracle Integration Cloud capabilities and updates.
• Develop and share best practices, troubleshooting guides, and training materials for internal and customer use.

Qualifications:

Educational Background:

• Bachelor's/Master's degree in Computer Science, Information Technology, or a related field.

Technical Skills:

• Extensive hands-on experience with Oracle Integration Cloud (OIC) components.
• Proficiency in using Oracle Integration Cloud adapters, process automation, and API management.
• Strong understanding of REST/SOAP web services, XML, JSON, and integration patterns.
• Familiarity with Oracle SaaS, Oracle ERP Cloud, or related Oracle applications.
• Proficiency with Kubernetes and Docker for containerized application support.
• Experience with Python and shell scripting for automation and troubleshooting.
• Experience in Oracle SOA Suite - BPEL, Adapters, Mediator, MFT, Oracle Service Bus(OSB), Oracle BPM
• Good knowledge in Oracle Database

Professional Experience:

• 3 to 5+ years of experience in a technical role, with a focus on integration platforms.
• Proven ability to manage and resolve complex technical issues independently.

Soft Skills:

• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills tailored for technical and non-technical audiences.
• Customer-focused with a commitment to achieving high satisfaction levels.

Preferred Qualifications:

• Oracle Integration Cloud certification.
• Experience with DevOps tools for monitoring Oracle Integration Cloud environments.
• Knowledge of middleware technologies and additional integration platforms.

Career Level - IC3