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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 Senior Systems Engineer, you will interface with the customers IT staff on a regular basis. Either at the clients site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracles core products, applications, and tools is important.

Career Level - IC3

Responsibilities

Customer Success Serfvices is an organization providing tailored mission critical support services for the full Oracle Product Stack. Oracle CSS understands the customers’ needs and helps them to increase availability, improve performance, mitigate risk and save cost.

CSS Engineers have the mission to

1. develop and manage the technical relationship with a designated account(s) in order to maximize the value of Advanced Customer Services to the customer,

2. to develop and maintain trusted relationships with the other Oracle contacts within designated account(s) and relevant third parties,

3. to act as the technical primary point of contact for Oracle Support and

4. to safeguard customer satisfaction, and renewal, through quality delivery and value-add.

RESPONSIBILITIES:

• Delivering high quality technical results to ACS Customers;

• Ensuring adherence to internal methodology, tools and quality standards;

• Identifying required/recommended actions on Customer systems as main output of service delivery, based on own knowledge and experience;

• Understanding customer requirements and based on own skills and experience, being able to design the proper architecture using the most appropriate products and design a technical plan to integrate them and implement the technical solution.

• Analyzing, troubleshooting and solving whenever feasible, the issues the customer may face using Oracle products.

• Escalating at the right time customer issues to Technical Account Manager where relevant;

• Active participation on Services development;

• Active collaboration with other engineers in the team or in other teams, to share knowledge, experiences and others, which can benefit ACS Business results.

SKILLS&EXPERIENCE:

We are looking for people experienced in installation and configuration in highly available environments, patching, administration and monitoring, troubleshooting, and also in the design of SOA and BPM based solutions which cover requirements transmitted by a customer. Functional and Development background will be considered a plus .

About products where candidates must demonstrate knowledge, below you have the list

• Oracle Service Bus (OSB)

• B2B

• Adapters

• Business Rules

• BPEL; CEP; Web Services Manager

• Business Process Management Suite (BPM Process Composer; Process Spaces; Workspace)

• BAM

• Related Products

• WebLogic Server

• Coherence

• WebTier (Oracle HTTP Server, Oracle WebCache)

REQUIREMENTS:

• EMEA Working hours

• University Degree;

• Fluent English (French; Spanish and German will be also valued)

• Availability to travel and work onsite at customers

• Availability to work 24x7

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).

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