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.

Career Level - IC3

Responsibilities

Financial Services Global Business Unit Applications Support Engineer

If you are a highly analytical, articulate thinker who enjoys team collaboration and want to contribute to a new way of supporting our customers, we want to hear from you. Contributors will work directly with customers to capture and understand their issues and document the progress of product solutions in our service request system. Team members will be active in defining and shaping technology and processes to improve our support delivery capabilities in the SaaS space. This is an excellent opportunity to learn and use technologies such as SR automation and other proactive initiatives to meet the needs of the support team’s goal to provide best of class support

RESPONSIBILITIES INCLUDE:

• Providing real time responses to customer inquiries.

• Interact with our customers via the telephone, web and other electronic channels.

• Become a skilled engineer by working with a wide range of Oracle products.

• Research, re-create and test issues.

• Create knowledge notes for resolved issues.

• Act as a team member that contributes to solutions and customer satisfaction.

• Adapt to a fast paced and changing technical environment.

• Manage your time to effectively address all of your customers needs.

• Assist in providing regional coverage for Financial Services and Insurance products

• Actively engage in collaboration and brainstorming with Support, Development and other internal cloud support teams

• Work with other lines of business in the Global Business Units to develop SaaS solutions

• Participate on various projects and initiative to support business processes

REQUIRED Qualifications and Skills:

• Bachelor’s degree preferably in Computer Science or Information Systems, or equivalent experience

• Excellent verbal and written communication skills in English

• Desire advocate for customers and drive success through issue resolution

• Develop effective working relationships with customers and internal teams

• Ability to multi-task and work on many client issues at once

• Strong team work ethic required to successfully meet operational goals

• Strong organizational Skills

• Experience using Microsoft Excel and other tracking tools

• Understanding of Cloud services

DESIRED Qualifications and Skills:

• Experience with deploying , configuring, and troubleshooting web applications on Tomcat, WebSphere and WebLogic

• Experience with Database backup and restoration activities (Oracle, DB2, SQL)

• Understanding of application-to-application communication interfaces utilizing web services architecture using XML, SOAP, and WSDL

• Knowledge of queuing message systems (JMS and WebSphere MQ)

• Competent understanding of UNIX, (AIX, SUN, LINUX), and Windows operating systems

• Familiar with batch processing logic and concepts

• Ability to troubleshoot and resolve complex application and technical problems

• Knowledge of Programming / scripting (Java, C++) a plus

• Ability to grasp new and/or unfamiliar technologies quickly

• Understanding of Virtualization Technologies

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