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.
As a Sr. 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 all Oracle products in their competencies 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.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.
e., BS Computer Science / Management Information Systems / Science / Engineering / Math / Physics / Chemistry with a 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)
Position Overview : This position is for supporting Oracle EBS Applications, particularly under the Supply Chain Management (Inventory, Purchasing, Sourcing, Iprocurement, isourcing, EAM, WIP, Order Management,Warehouse management and Cost Management)Note : This role may need you to work on weekends and multiple shifts on rotation basis.
Candidate Background and experience3 to 9 years implementation, support, consulting or development experience (or equivalent) in enterprise business application, specially in Enterprise Asset management and Work In Process Modules of EBS 12.1.3+
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, Log reading, Troubleshooting techniques etc).
Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, 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 situations
Well-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 everyones 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 customers success.
Self-starter, works well unsupervised or with limited supervision.
Detail Oriented (Process orientation preferred)
Technical & Analytical Skills (Required)
Well-developed troubleshooting skills, ability to analyze details and synthe "big picture", frequently working with incomplete or ambiguous data.
Creative use of industry standard tools to aid in the diagnostic process.