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 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)

Responsibilities

Oracle provides the world's most complete, open, and integrated business software and hardware systems. Global Product Support (GPS) provides technical assistance for all Oracle products including Cloud and On-Premise, ensuring maximum availability of Oracle customer’s systems and helping them to benefit from running the latest Oracle technology and applications. Additionally, GPS works closely with our Development organization on ensuring absolute product quality and provides high quality content for the online knowledge databases.

DUTIES & RESPONSIBILITIES:

• Provide customer and systems support of SOA suite on-premise software, Oracle Integration Cloud, SOA CS
• Troubleshoot and analyze application servers and new technologies, with a focus on web servers and application servers (Oracle Weblogic, IBM Websphere, IIS, Apache, Tomcat), Windows and Unix system administration (Linux, Solaris, AIX, HP-UX), and Java Application Programming Interfaces (API’s).
• Interact remotely with customers, partners, and software developers to provide technical advice and assistance.
• Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.
• Work with Sustaining Engineering in prioritizing and resolving issues of the highest technical and political severity.
• Have the ability to analyze and resolve issues
• Prepare other support engineers for support of newly released products.
• Identify and document product defects for Development Engineering and Sustaining Engineering.
• Review design specifications and external technical publications and provide feedback for product and document improvement.

We are looking for experienced Software Engineers to join our Cloud Integration Support group under Middleware stack.

Experience:

• Four to Ten years of strong experience in Oracle SOA Suite - BPEL, Adapters, Mediator, MFT, Oracle Service Bus(OSB), Oracle BPM
• Good knowledge in Oracle Weblogic Server(WLS), Oracle Database

Desired Skills:

• SOA Cloud Service, Oracle Integration Cloud
• Oracle Cloud Infrastructure(OCI)
• Oracle B2B, BAM

Essential Skills:

• Proven success in contributing to a team-oriented environment
• Desire to work to one of IT leader industry
• Excellent verbal and written communication skills in English.
• Ability to read and interpret stack traces and troubleshoot issues involving system and process crash events.
• Ability to troubleshoot issues involving platform performance under load.
• Ability to read and analyze network trace data in detail to understand and resolve inter server communication issues.
• Advanced customer support and communications skills.
• Ability to read and interpret programming languages at a code level (especially Java).
• Ability to learn new technologies quickly.
• Demonstrate strong troubleshooting and analytical problem solving skills.
• Able to multi-task and manage multiple technical issues reported by customers