Job Description

RESPONSIBILITIES:

• To manage and resolve Service Requests logged by customers (internal and external) on Oracle SOA suite software and systems and contribute to proactive support activities according to product support strategy and model.

• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards.

• Maintaining product expertise within the team.

• Reducing escalations.

• Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.).

• Contributing to Knowledge Management content creation and maintenance.

• Working with development on product improvement programs (testing, BETA programs, etc) as required.

• Operating within Oracle business processes and procedures.

• Respond and resolve customer issues within Key Performance Indicator targets.

• Maintain an up-to-date and in-depth knowledge of new products released in the market for the supported area.

EXPERIENCE:

• The ideal candidates should have a degree in Computer science, 2+ years’ software support/ customer service experience with products on Unix (Solaris, AIX, Linux, or HP/UX) and Windows platforms.

• Proven working experience in the following areas is a plus :

1. Web servers and application servers (Oracle Weblogic, IBM Websphere, IIS, Apache, Jboss, Tomcat).

2. Java coding / J2EE/ Web services.

3. Knowledge of administration and troubleshooting of databases (Oracle Database (preferred), SQL Server, etc.).

4. Working knowledge of Oracle SOA on-prem/cloud products (BPEL, BPM, OSB, SOA Marketplace) or Oracle Cloud Infrastructure is considered a major plus.

SKILLS:

• Able to identify, clarify, replicate and resolve technical problems of clients.

• Demonstrate strong troubleshooting and analytical problem solving skills.

• Ability to read and interpret stack traces and troubleshoot issues involving system and process crash events.

• Excellent verbal and written communication skills in English.

• Customer support and communications skills.

• Ability to learn new technologies quickly.

• Able to multi-task and manage multiple technical issues reported by customers.

Career Level - IC3

Responsibilities

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.

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