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Technical Analyst 3-Support-210008WXApplicants are required to read, write, and speak the following languages:English
Oracle Fusion HCM Cloud is constantly growing and so it our team. If you have a customer / software support / implementation background and have a keen interest in Cloud, you may want to check this opportunity out
Oracle Customer Support is seeking talented people to be part of the Fusion HCM Cloud team. You will investigate,
learn the latest technology, the upcoming fusion products and influence product supportability, usability, maintenance, installation/configuration, etc. It is a unique opportunity to not only define how Oracle Software Support will support Fusion products but also shape the product to benefit customers.
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 SQL understanding is
Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists
Support Engineer is expected to apply 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.
Support Engineer is considered an emerging expert in the technical and functional areas, implementation strategies,
setup, installation, configuration, and integration technologies and influences product design by providing feedback to
You will be expected 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 will also be instrumental in helping to define/refine the future support processes and help prepare the larger support team for the big release.
We work closely with Development, Product Management as well as other Oracle teams and partners. You will be
the technical interface to customers and Oracle Partners for resolution of problems related to the implementation,
maintenance and use of Oracle Fusion HCM Cloud Product.
Routinely, you will act independently while researching, developing, testing and documenting solutions for customer
issues. • Some experience in implementation, support, consulting and/or development in HCM
• Communication skills with the ability to provide advice to both technically and non-technically aware customers
• Diagnostics and troubleshooting abilities
• Knowledge of SQL – good level
• B.S. degree in Computer Science, Information Technology, Engineering or equivalent work experience
• Fluent in English – both written and verbal
Detailed Description and Job Requirements
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)
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
:Regular Employee Hire