Principal Business Intelligence Cloud Technical Support Engineer

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 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.

Responsibilities

Oracle Fusion Customer Support is expanding its Fusion Applications Technologies Business Intelligence Support Team to accommodate our rapidly growing customer base. This is a unique opportunity to be part of the future of Oracle Customer Support, shaping the organization to benefit our customers, employees, and the cloud community.

If you're passionate about shaping the future of Cloud, this is the place to be! This position offers a hybrid work model, with one day per week at our Bucharest office.

Position Overview

As a member of our team, you will collaborate with Product Development and Service Operations to provide support services to Oracle customers. Your focus will be on the supportability, usability, maintenance, and configuration of Oracle BI applications and technologies integrated into the Fusion Cloud product suite, including:

• Oracle Transactional Business Intelligence (OTBI)
• BI Publisher (BIP)
• BI Cloud Connector (BICC)
  
  
  

Background And Experience

• 6 - 10 years of experience, including a minimum of two years in implementation, support, consulting, or development of Business Intelligence products and/or Cloud products (Oracle products preferred but not mandatory).
• Proficiency in at least three of the following areas: log reading & analysis, BI reports/dashboards, ETL, data warehouse, data marts, SQL, PL/SQL, SQL tuning, databases, scripting/programming, XML, Unix/Linux, web services, applications integration.
• Familiarity with industry-standard tools and techniques.
• Strong diagnostic, monitoring, and troubleshooting skills (e.g., log reading, troubleshooting techniques).
• Advanced proficiency in English communication, both written and spoken.
  
  
  

Behavioral Skills

• Self-starter with the ability to work independently or with minimal supervision.
• Strong organizational, time management, and multitasking skills, capable of balancing competing priorities.
• Exceptional communication skills, able to articulate technical and functional aspects in highly escalated situations.
• Ability to produce audience-appropriate communication for executives, support personnel, and customer personnel (technical end-users, non-technical end-users, consultants, implementation specialists, developers, administrators, upper management, project managers, etc.).
• Well-developed listening skills, with the ability to identify core issues in complex environments.
• Ability to influence and build cooperative relationships with a wide range of audiences, from executives to technical specialists.
• Skilled in asking the right questions to isolate real issues and root causes.
• Capable of generating coherent action plans that meet participant needs and lead to quick problem resolution.
• Fast and flexible problem-solving aptitude, able to adjust resolution plans as new data emerges.
• Perseverance in the face of obstacles, ensuring customer success.
  
  
  

Technical & Analytical Requirements

• Advanced troubleshooting skills, with the ability to analyze details and synthesize the "big picture" (often working with incomplete or ambiguous data).
• Diagnostic, monitoring, and troubleshooting abilities (e.g., log reading, troubleshooting techniques).
• Creative use of standard tools to aid in the diagnostic process.
  
  
  

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40 years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.