Job Description

This role will be instrumental in helping shape Oracles cloud transformation of our Fusion SaaS Services.

Fusion Cloud Customer Support Service organization provides technical assistance for Fusion Cloud (ERP) to customers, partners, consultants and sales engineers, who are implementing / running production applications using the Fusion SaaS Cloud Service.

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 Senior Support Engineer, you will be the technical interface to customers, 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.

Career Level - IC3

Responsibilities

Key Responsibilities

• Provide SaaS service support of Fusion SaaS software and service (ERP).

• Clearly document customers' system errors and actions taken in the debugging steps to the resolution of the problem.

• Interact with customers, partners, and software developers to provide technical advice and assistance.

• Identify and document product defects for Development Engineering and Sustaining Engineering.

• Review design specifications, external technical publications and provide feedback for product improvement.

• Advanced troubleshooting skills in all areas above.

• Excellent verbal and written communication skills in English and Japanese.

• Advanced customer support and communications skills.

• Ability to learn new technologies quickly.

• Demonstrate strong troubleshooting and analytical problem-solving skills.

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

Requirements

• Greater than 4 years experiences preferred working on technical projects and support..

• Excellent problem solving, critical thinking, and analytical skills.

• Quick learner; able to learn new technologies and new programming languages on own as necessary.

• Outstanding oral and written communication skills.

• Committed team player with the ability to function both independently and as part of a team.

• Be personable, friendly, and able to work efficiently under time constraints.

• In this position, you will routinely act independently while researching and developing solutions to customer issues.

Key Skills

• Technical Assistance of software products. Maintenance or troubleshooting of software products or/and hardware.

• Basic information technology wide knowledge and experience.

• Experience of using Oracle Applications or/and Oracle FMW products(BI,Weblogic,SOA,etc).

• Good knowledge of SQL queries , PL/SQL & SQL Tools.

Nice to have Skills

• ERP Related (Intermediate): Exposure in administering the Enterprise Application (e.g. EBS Financial) and troubleshooting issues related to that.

• OCI (Oracle Cloud Infrastructure)

• Technical knowledge of Oracle FMW & SOA (BPM & BPEL) Architecture & Administration

• Troubleshoot and performance tune Enterprise level FMW Server issues

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

• Ability to read and analyze network trace data in detail to understand and resolve inter-server communication issues.

• Development of software products.

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