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.
ResponsibilitiesApplied Technologies - knowledge of and experience in one or more of the following:
- Familiar with DevSecOps Model
- Service Oriented Architecture (SOA)
- WebLogic Server(WLS) and/or Enterprise Manager (EM)
- Performance & Scalability
- ERP or Enterprise Middle Tier System Administration Experience
- Experience working with SSL, SOAP, Web Services, REST API, Certificates and Integrations with other products
- Strong knowledge of Load Balancer, Proxy, Firewall, Email infrastructure, Networking and OCI.
- Oracle Identity & Access Manager, Fusion HCM, ERP, SCM, CRM Knowledge would be an added advantage.
- Experience in troubleshooting and analyzing Fiddler/Browser trace, Log files, Thread dumps etc.
- Experience with enterprise monitoring and management tools such as Oracle Enterprise Manager will be preferable
Foundational Technologies - knowledge of and experience in multiple of the following:
o Operating System: Unix/Windows
o Web services
o Java /Java EE
o XML
o Experience with Oracle Database, SQL and PL/SQL
Analytical Skills:
o Ready to perform in an ever changing environment with a can-do attitude
o Must have well-developed troubleshooting skills and preferably a support background
o Ability to analyze details, log/trace files, work with incomplete or ambiguous data to fix issues
o Ability to test/replicate the issue in labs and provide adequate support to customers
Top 3 skills in the ideal candidate:
1. Troubleshooting experience (Detail Oriented Mindset)
2. Java experience (SOA connections / web services / web applications)
3. Systems Administration experience (Middleware, UNIX or ERP)
The job may require the flexibility to work beyond standard business hours, to include weekends and holidays, as required. Base shift hours may change over time.
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