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)

• Should have 6 - 10+ years of experience in Oracle EBS Technical skills like SQL, PL/SQL, Oracle reports (XML Templates), workflow, Alerts

• Should have atleast 4+ years of experience in developing OA Framework pages within Oracle Applications

• Should have experience in developing various inbound & outbound interfaces w.r.t AR, AP, PA and other finance modules

• Should have worked in 3 or more Oracle implementation or support projects as a Technical consultant.

• Should have worked in 3 or more Oracle implementation or support projects as a Technical consultant.

• As a Technical consultant should have understanding of financial modules like AP, AR, GL, PA.

• Should have hands exp. in Fast Formula, form Personalizations, preferably OA Framework

• Should have Experience/Knowledge in Reporting, Data Migration and Interface/Integration development

• Should have exp. in client facing role and must have worked on Req. Gathering, Product Workshop & Demo, CRP, UAT etc.

• Should have excellent communication, Project/stakeholder/team management skills and experience.

• Should have excellent documentation, presentation, customer handling, problem solving, solution design skills and experience.

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.

Career Level - IC3

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