Support SaaS Applications Practice Architect - CX Sales or Service (JoinASE)

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 Principal 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 expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits. 

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight 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).

Career Level - IC4

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 $30.87 to $67.88 per hour; from: $64,200 to $141,200 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:

Would you like to utilize all of your deep customer experience (CX) Sales or Service  knowledge, business, technology and consulting skills to enhance the customer experience of the product?
Would you like to be in a position to influence the product development and support teams and share your insights?

The Oracle Support SaaS Practice Architect team is based in the Oracle Support organization.

We anticipate customer challenges and use our deep product, technical and implementation expertise to proactively address them before the customer needs to ask for help.

We identify key trouble areas, develop knowledge, diagnostics or automations to identify the root cause of those issues.  We drive the resulting changes that then enables the support and development organization to resolve those issues, and equip the organization to support any challenges the customers may have as a result of those issues. 

This is a role with high visibility internally and externally and a great opportunity to use your consulting, product, technical and leadership skills all at the same time!

Key Skills:

• Customer Experience   (CX)
  • Sales or B2B Services

 

Responsibilities:

This team is instrumental in shaping and executing critical strategies across the application service organization. They strategize with executives (product support leaders, development, consulting, customers, etc.), and serve as a trusted partner and influencer enabling the business to adopt and execute upon the strategies.

• Analyze and understand the top issues affecting the support organization and customer base
  • Design and implement diagnostics and automations to reduce the time it takes to resolve issues 
  • Identify and drive change into the product, documentation and diagnostics  
     
• Engage in quarterly support release readiness activities and training
  • Learn new product features, technologies and tooling capabilities to offer continued growth and improvement for the business.   
  • This allows for continuous learning, staying ahead of the curve with the products’ new features and the application of those new skills.
     
• Engage with Customers and Partners to understand their experiences with the SaaS products, further equipping you to make insightful impacts.  
  • Learn what challenges customers and partners face and how they impact the overall business for the customer
  • Incorporate those learnings/insights into the changes you drive within the organization

 
Qualifications:

• Qualifications can be from any of the  major categories:
  • SaaS application experience  (Sales and/or Service)
  • Application setup, implementation, integration or support experience
  • SaaS Application technology skills   (Configurations, Setup, SQL, PL/SQL, Java, Java Script, Database, Application data schema,  OCI,  General Cloud knowledge)
  • Project management or development experience
     
• An advanced degree in Computer Science, Statistics, Engineering, Mathematics, or another relevant quantitative field
• 5 years of experience working with the APPS Tech or functional technologies for Fusion SaaS Applications
  Or
  5 years of experience working with Analyzer Diagnostics, signatures and Monitoring services or a combination of both experiences.
• Be comfortable working in a fast-paced environment and have a proven ability to drive business results.
• 3 years of practical experience in data science or analyzing telemetry for trending and root cause analysis
• Practical experience in product management and software engineering.
• Experience with knowledge management  (product documentation, help text, white-papers, or knowledge management)
• Strong written and verbal communication skills
• Strong drive and an attitude to learn and master new technologies and techniques
•     -   Examples:   Oracle Visual Builder Cloud Service  (VBCS), Oracle JET, Oracle Digital Assistant (ODA) and Chatbots, Oracle Intelligent Advisor (OIA), Spectra Micro Services

 

If you are looking for an exciting opportunity to work on challenging projects, draw upon the many unique skills you acquired over the years, collaborate with a great team of diverse engineers from around the globe – this is the role for you!   

Go ahead and apply – we are waiting to have a chat with you.

Salary : $31 - $68