Technical Support Professional

Oracle Colorado Springs , CO 80928

Posted 2 months ago

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)

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.

Technical Support Professional

Are you interested in beingpart of a dynamic and fast paced team supporting Oracle's newest Human CapitalManagement (HCM) revolution? Well this is YOUR chance!

At Oracle Fusion, we deliver HCM management solutions to leading companiesworldwide so they can assess, acquire, and manage their workforce for improvedbusiness performance. To realize our vision of making our innovative andcomprehensive solutions synonymous with talent leadership, we look to attract,hire, and retain the best talent in the industry.

Department Description:

Fusion HCM Support Team is expanding to support our rapidly increasing customerbase. The team partners with development in supporting early adopters and newcustomers. It is a unique opportunity to be part of the future of OracleSupport and help shape the organization to benefit our customers, employees andthe organization overall. If you are excited by the notion of being able todefine a group from early stages on and shape our collective future then thisis the place to be.

Position Overview:

Position is for a Technical Support Professional with a functional backgroundin Human Capital Management . Reports to the Manager of Support. Responsible for providing excellence in customer service support,track-incidence, diagnosis, replication, troubleshooting, and resolution ofcomplicated and critical cases. The focus of this position is to provide

Customer Service on a technical and functional level and to ultimately drive completeand total resolution of each service incident.

Job Responsibilities:

The main role of a Support engineer is to troubleshoot andresolve highly complex techno-functional problems. The key skills put to use ona daily basis are - high level of techno-functional skills, Oracle productsknowledge, problem solving skills, and customer interaction/service expertise.

Note: This role may need you to work on weekends andmultiple shifts on rotation basis.

Education & Experience:

  • B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.
Functional/Technical Knowledge &

Skills:
  • Excellent analytical and problem solving skills.

  • Strong understanding of ERP product(s), particularly in Human Capital Management

  • Functional/Technical background in assigned product area (i.e. HCM) and exposure to associated systems and software

  • Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services

  • Understanding of structured SQL statements and how they are executed in the RDBMS (sql/Plsql)

  • Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution.

  • Experience in filtering and updating complex technical knowledge for use in problem resolution

Top 3 skill sets / technologies in the ideal candidate:

  • Prior working experience in providing Technical Customer Support (HCM experience preferred)
  • 4 years relevant working experience (2 years experience working with Oracle/PeopleSoft products)
  • Experience in one of the following areas is seen as an advantage:
  • XML
  • Java, J2EE and Oracle ADF

SOA and Web Services


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Iot Customer Support Fusion SCM Cloud Technical Analyst And Support

Oracle

Posted 5 days ago

VIEW JOBS 11/14/2018 12:00:00 AM 2019-02-12T00:00 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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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). 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. Job Description IoT - Customer Support, Fusion SCM Cloud - Technical Analyst and Support LOCATION: Colorado Springs CO Senior Support Engineer will bring considerable support/development/implementation experience, a deep understanding of the underlying technologies, knowledge of business processes and support processes to interact with a broad spectrum of people within both Oracle and the customer(s) encountering issues during beta and production phases. You are required to master complex technical and functional areas and have the ability to suggest and/or create diagnostics and troubleshooting tools for the larger organization. You may need to coach, mentor and train your peers in other organizations, interact frequently with senior management in the support and development chain and prepare and present to large and small groups on technical and functional topics. Desired Profile * More than three years implementation, support, consulting or development experience (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 changing complex applications to optimize the product to perform to customer expectations. * Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired. * Database , noSQL, Java ME embedded, Networking knowledge, Event Hub, WebLogic, XML, web services and JavaScript. * 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. Have the ability to discern core issues in an environment where it may be difficult to determine what is cause and what is a symptom. * Good organizational skills. Have the ability 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 * Operating Systems knowledge ( Linux , Unix )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. * Good knowledge of Java programming language, databases, networking and Unix / Linux operating systems. * It is expected that the Engineer will develop an understanding of one or more of these skills as required for the role, upon completion of post-hire trainings in these areas. * Database Knowledge * Object Orientation and Java literacy: Deep understanding of Object Oriented design concepts (such as inheritance) and experience of supporting/troubleshooting applications implemented in java (ability to analyze/relate to java exception messages in log files, class loading issues, basic understanding of JVM operation). Knowledge of Java ME Embedded and Java Card preferred. Past Programming or white box testing experience in Java and other web technologies is preferred. * Operating Systems knowledge ( Linux , Unix ) For more information: Anita Filip | Principal Talent Advisor North America Talent Advisory anita.filip@oracle.com http://www.oracle.com   Oracle Colorado Springs CO

Technical Support Professional

Oracle