Job Description

　　Who is Advanced Customer Services?

　　First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

　　Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichment to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).

　　Role Description

　　As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

　　Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).

　　Essential Duties:

　　This position is for an experienced professional with a hands-on functional background in the Oracle Customer Experience Cloud (SaaS) suite of products.

　　Ideal candidate understands not only the concepts of Customer Experience but also how they apply to the day-to-day processes of a Production business environment.

　　Responsible for supporting critical business operations.

　　Works independently to provide quality services to multiple customer engagements.

　　Performs varied and complex duties and tasks that need independent judgment to support Oracle products and technology to meet customer needs.

　　Applies Oracle methodology, company procedures, and leading practices

　　Perform root cause analyses and recommend meaningful updates to the following functional and operational items: dimensionality and hierarchies, business rules code, metadata properties, data forms and reports, data management processes and others as needed

　　Provide input to help guide the development of customer solutions (pre-implementation), as well as address customer questions and concerns regarding the functionality of their Oracle EPM/Hyperion environments (post-implementation, ongoing maintenance)

　　Collaborate with offshore team members and business customers globally

　　Customer Management

　　Ability to understand customer urgency and sensitivity of the problem

　　Strong Verbal and Written communication skills

　　Qualifications

　　The ideal candidate will typically be expected to demonstrate the following qualities:

　　Good techno-functional skills in Oracle Fusion Applications in CX area

　　Should be aware of Sales and Service Business flows.

　　Should have thorough knowledge of Groovy Scripting

　　Knowledge on OTBI reports/BI reports

　　Lifecycle Management and/or implementation experience in Oracle CX products like “B2B Sales and Service”, Eloqua and Responsys.

　　Strong troubleshooting and problem-solving skills in complex environments like in Marketing Automations

　　Ability to develop solutions in B2B sales and Service applications as per the customer requirement

　　Should be a quick learner of other Oracle CX Cloud components.

　　Should have a strong customer facing skills.

　　Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business.

　　Excellent team player, willing to learn new technologies & problem-solving skills.

　　Strong organization skills, detail oriented & communication skills.

　　Willingness to work in customer time zones

　　The day in the job would include the following activities in

　　University degree, with post graduate technical or management qualifications or other relevant experience.

　　Foreign language proficiency (Italian, German, Spanish, Dutch, Swedish)

　　Responsibilities

　　As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

　　About Us

　　An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

　　In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

　　Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

　　At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

　　That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

　　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