Product Support Senior Manager

Entity: Oracle America, Inc.

Job Duties: As a member of the Support organization, 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, responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. Be responsible for one or more functional areas chartered with both staff and customer goals. Establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources. May telecommute. (385.20736)

Employer will accept a Bachelor's degree in Computer Science, Engineering, or related technical field followed by five years of progressive, post-baccalaureate experience in job offered or in a Technical-related occupation. Position requires:

• Managing and controlling activities in multi-functional areas of sections;
• Ensuring appropriate operational planning is effectively executed to meet business needs;
• Troubleshooting enterprise business application environments such as CRM applications, and SOA Architecture, Customer Data Management, Enterprise Data Quality tools EDQ;
• Defining requirements and partnering with system administrators for internal test and development environments;
• Working with development in planning product enhancements and new features;
• Providing direct customer support through complex issues and escalations;
• Support and cross product experience in SaaS or On Premise software;
• XML, web services, java, JavaScript, PLSQL, databases, Groovy; and
• Creating, modifying, and reviewing content.

Qualifications:

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $119,500 to $199,999 per annum. May be eligible for bonus and/or equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
 

Salary : $119,500 - $199,999