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 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.).
Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex technical problems. The key skills put to use on a daily basis are - high level of technical skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. Education & Experience:
BE, BTech, MCA or equivalent preferred. Other qualifications with adequate experience may be considered.
4+ years relevant working experience

##Technical Knowledge & Skills:
Must have good hands on experience in BI Publisher reports, Bursting, Good RTF customization knowledge in Fusion and PaaS environments for Fusion ERP modules Inventory, Order Management, Payables, Receivables, General Ledger, Fixed Assets and Cash Management modules. Technical Expertise in Oracle Integration Cloud, VBCS would be an added advantage.

We expect candidate to have:
1. Strong Technical knowledge and hands on experience in P2P & O2C modules.
2. Technically Strong with Expert Skills in SQL, PLSQL, Java, OAF, Reports
5. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Oracle SaaS/PaaS ERP products.
6. Strong problem solving skills.
7. Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
8. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
9. Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.
10. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.
11. High flexibility so you remain agile in a fast changing business and organizational environment.
12. Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.

# Personal Attributes:
1. Self driven and result oriented
2. Strong problem solving/analytical skills
3. Strong customer support and relation skills
4. Effective communication (verbal and written)
5. Focus on relationships (internal and external)
6. Strong willingness to learn new things and share them with others
7. Influencing/negotiating
8. Team player
9. Customer focused
10. Confident and decisive
11. Values Expertise (maintaining professional expertise in own discipline)
12. Enthusiasm
13. Flexibility
14. Organizational skills
15. Values and enjoys coaching/knowledge transfer ability
16. Values and enjoys teaching technical courses

Note:
Shift working is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.
The position is based out of Bangalore/Hyderabad/Noida/Gurugram, the candidate should be willing to relocate..