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Oracle Application Support Engineer - Fusion Sales Cloud (CRM SaaS) in Salt Lake City, Utah

Application Support Engineer - Fusion Sales Cloud (CRM SaaS)

Preferred Qualifications

ApplicationSupport Engineer - Fusion Sales Cloud (CRM SaaS)

NOTE: This role is located in Lehi UT

Oracle Fusion Applications Support

Team is now expanding to support our rapidly increasing customer base. It is a

unique opportunity to be part of the future of Oracle Support and help shape

the organization to benefit our customers, employees and the organization

overall. If you are excited by the notion of being able to define a group from

early stages on and shape our collective future then this is the place to be.

Position Overview:

As a Senior Support Engineer, you will be expected to have:

  • Four years implementation, support, consulting and/or

development experience in the CRM product family

  • Skills in using industry standard tools and techniques.

  • Exceptional diagnostic and troubleshooting abilities.

  • Experience monitoring, tuning and/or changing complex

applications to optimize the product to perform to customer expectations.

he following abilities will be advantageous:

  • Experience in one or more of the following: log reading,

SQL tuning, knowledge of networks, database configuration, server

configuration, Web Server optimization, load balancing hardware,

  • Mentoring junior team members on new products and

technologies.

Job Responsibilities:

  • As a Senior Support Engineer, you will be expected to:

  • Apply considerable support/development/implementation

experience, a deep understanding of underlying technologies, business process

expertise and support process knowledge to interact with a broad spectrum of

people within Oracle and customers as they encounter issues during various

lifecycle phases.

  • Quickly master complex technical and functional areas and

have the ability to suggest and/or create diagnostics and troubleshooting tools

for the larger organization.

  • Be considered an expert in implementation strategies,

setup, installation, configuration and integration technologies.

  • Interact frequently with senior management in the support

and development chain and present to large and small groups on technical and

functional topics.

  • Be able to influence product design by providing feedback

to development.

  • Help define/refine future support processes.

  • Coach, mentor and train your peers.

  • Flexible to work

weekends and holidays if required

  • Able to work shift 4(12pm MT - 8:30pm

MT)

Candidate Profile:

As a Senior Support Engineer, you will be expected to quickly develop and

hone the following skills:

  • Detail Oriented

  • Ability to influence and build cooperative relationships

with wide range of key participants, from business executives to technical

specialists.

  • Excellent communication skills, in terms of being able to

convey technical and functional knowledge and solutions in highly escalated

situations to executives, support personnel and customer personnel.

  • Well-developed listening skills, with ability to discern

core issues in an environment where it may be difficult to determine the

symptoms and cause.

  • Good organizational skills that facilitate the generation

of coherent action plans that meet participant needs and lead to problem

resolution as quickly as possible.

  • Fast and flexible problem solving aptitude so as to be able

to adjust resolution plans as new data for given problems is obtained.

  • Ability to persevere in the face of obstacles and ensure

customers’ success.

  • Able to work well with limited daily supervision.

  • Process orientation preferred.

  • Self starter.

Education

B.S (Computer Science) or equivalent preferred.

Other qualifications with adequate experience might be considered.

Top 4 skill sets / technologies in theideal candidate:

  1. Well-developed troubleshooting skills in the area of

functional or technical domains of enterprise business application environments

as listed in the respective posting. (CRM applications, Siebel, EBS,

Peoplesoft)

  1. Ability to analyze details and synthesize the "big

picture", frequently working with incomplete or ambiguous data.

  1. Creative use of industry standard tools to aid in the

diagnostic process.

  1. Working experience in one of the following areas is seen

as an advantage:

a. XML, web services, java, javascript, PLSQL, databases and

Groovy scripting

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

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.

Job: Support

Location: United States

Other Locations: US-UT,Utah-Lehi

Job Type: Regular Employee Hire

Organization: Oracle

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