Senior Technical Support Engineer - OASE

Oracle Technical Support is dedicated to assisting our customers and partners in resolving problems experienced during implementation, administration and maintaining the Oracle Analytics products (BIEE/OAS,OAC/FDI/NSAW). The Oracle Analytics products and tools are mission critical tools for our customers. The support personnel contribute to continuous product and service improvement by identifying complex issues, performing product and documentation reviews, taking initiative for process improvement and internal systems design.

PLEASE NOTE THE FOLLOWING BEFORE APPLYING: 

US Citizenship AND shift coverage required (on rotation - some weekends, holidays and weeknights are required).
 

As a Senior Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction.

A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an experienced member of the technical problem solving/problem avoidance team, routinely sought after to address complex, critical customer issues. No travel to customer side is required. You will offer support to our customers through web conferences, phone calls and web updates.
 

Career Level - IC3

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: from $21.59 to $60.63 per hour; from $44,900 to $126,100 per annum. May be eligible for 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.

Responsibilities:

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.

Your skills/experience:

Candidate is expected to have demonstrated experience and in-depth knowledge in the following areas:

• Advanced database skills (DB2, Oracle, Sybase, Informix, MS SQL Server).
• Candidate should have strong SQL skills and ability to understand complex SQL statements. Database administration and data modeling experience would be a plus.
• Knowledge of operating systems (WINDOWS, LINUX).
• Hands on Linux shell commands to configure servers, track memory & disk usage, file management and permissions is required.
• Hands on experience in WebLogic Application server administration and deployment of web applications on WebLogic is required.
• Experience in Cloud Infrastructure and Cloud Deployments. Oracle Cloud Infrastructure (OCI) experience is desired.
• Knowledge of dimensional data model (cubes, star schemas) and dimensional databases (Essbase, Oracle OLAP) and data warehouse is a plus.
• Experience with security/authentication systems like SSO/LDAP (SiteMinder, Oracle Identity Manger, Oracle OID, Microsoft AD) preferred.
• Previous technical support experiences are an advantage.
• Strong customer service skills and an eagerness to excel along with trouble-shooting skills and tenacity in problem solving.
• Excellent written and verbal communication skills.
• Attention to detail and the ability to learn quickly.
• Advanced knowledge and working experience of Oracle Business Intelligence products (OAC, BIEE/OAS, FDI) is a BIG plus.

As a Senior Support Engineer, your work involves:

• Strategic technical support to assure the highest level of customer satisfaction. 
• A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. 
• You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address complex, critical customer issues. 
• Leading contributor individually and as a team member, providing direction and assisting to others. 
• Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. 

3-5 years' experience with Core products or 5 years' experience with Applications products

BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).

 

 

 

 

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Salary : $22 - $61