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.
Required Skills:
Technical:
6-10 Years of experience as an Administrator/Developer with strong solid grasp on OAS, OAS, FDI, OBIEE, and OBIA
Knowledge on WebLogic Server Security Configuration (Configuring LDAP, Handling users and Groups) is a must.
Confirmed understanding on Oracle Database/Essbase would be an added advantage.
Knowledge on SSO/SSL/LDAP would be useful.
Knowledge on Oracle Discoverer would be added advantage
Should have worked on UNIX/Linux Operating System
Customer Management:
Ability to identify customer problem and provide technical solution in timely manner
Ability to understand customer vitality and sensitivity of problem
Strong Verbal and Written communication skills
Ability to speak authoritatively.
Ability to work well with demanding customer environment and delight customer
Strong Alignment to Process and be process champion
Product and Technology:
Fix and resolve simple to highly sophisticated technical issues related to OAC, FDI, OBIEE, OAS, and OBIA.
