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 applications and technologies. As 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.As a Senior Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of many Oracle products and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Education B.S. (Computer Science, Information Systems, Science, Mathematics, Physics, or Chemistry) with a 3.0 GPA and/or:Other qualifications and experience, such as proven professional/technical experience in demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).Desired Profile An ideal candidate will have a good mix of experience both in functional and technical areas. Good experience/exposure in implementation, support, consulting or development functions (or equivalent) in enterprise business application. Exceptional diagnostic and troubleshooting ability and skilled in using industry standard tools and techniques. Extensive experience monitoring, tuning and/or configuring complex applications to optimize the product to perform to customer expectations. Proficiency in English is essential.
Candidate Background and experience More than five year's implementation, support, consulting or development experience (or equivalent) in enterprise business applications.
Exceptional diagnostic and troubleshooting 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 Application (Product knowledge, diagnostic logs review, Troubleshooting techniques etc).
Knowledge of networks, database , server configuration, Web Server , SQL tuning and so on.
Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.
Behavioral Skills (Required) Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situationsWell-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is.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 planAbility to persevere in the face of obstacles and ensure customer's success.Self-starter, works well unsupervised or with limited supervisionDetail Oriented (Process orientation preferred)Technical & Analytical Skills (Required) Ability to resolve Supply Chain Management issues such as Order Management Issues. Expertise in Full Cycle O2C and Inventory flows.Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process. Advanced knowledge of SQL.It is a plus to have functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle E-Business Suite; PeopleSoft Enterprise SCM; JD Edwards Enterprise One; SiebelExperience in writing SQL queries in Oracle EBS/Fusion, PLSQL coding experience is a plusAbility to independently troubleshoot issues using Database Tables/SQL Queries
Career Level - IC3
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