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Job Description

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)

Responsibilities

Oracle Cloud Functional & Technical

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 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 plan.

• Ability to persevere in the face of obstacles and ensure customer’s 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 synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process.

• Detailed Functional and technical knowledge of more than one modules in any of the following Oracle Warehouse Management System- Oracle Cloud Product

Desired Functional Skills:

This position is for supporting Fusion Applications, particularly under the Warehouse Management System (Product Information Management, Logistics and Cost Management).

• Complete tasks efficiently and in a timely manner, Effectively communicate and drive project deliverables

• Interact with the project team members responsible for developing reports, interfaces, data conversion programs, and application extensions

• Provide status and issue reports to the Project Manager/Client on a regular basis

• Basic Knowledge of Oracle Fusion Warehouse modules is preferred

• Support clients with the support activities

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer