DescriptionAs 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)
ResponsibilitiesPosition Requirements:
- Deep technical exposure in the Oracle suite of applications including Oracle Cloud ERP, CRM, HCM, Procurement, SCM, and Oracle EBS.
- Minimum of 7 years of experience designing, building, testing and implementing Oracle ERP security and implementing Oracle GRC solutions to automate risk evaluation and user access management.
- Experience with Oracle Performance Management Security preferred
- Familiarity with Oracle secure architecture and vulnerability assessment tools/options
- Experience with at least 2 full lifecycle Oracle implementations
- Thorough understanding of fundamentals of consulting/advisory engagement management (i.e. realization, utilization, leverage model staffing, status reporting, billing, etc.)
- Experience training others on ERP controls, segregation of duties, and security knowledge
Standards of Performance:
- The successful candidate will have a strong sense of leadership and a high level of energy analytical, organized, and innovative problem solver
- Self-starter with a practice building mentality who is hands on, results-oriented and leads by example
- Highly respected team leader and people developer with an ability to inspire others to follow
- Exceptional executive presence and professionalism that commands the respect of colleagues and subordinates
- A strong entrepreneurial spirit with the highest level of professionalism, personal honestly, integrity and ethics
- Ability to communicate effectively with a broad audience ranging from technical to non-technical
Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
