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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.Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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)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.-{PS0}->Customer Support - Fusion Cloud - Technical Analyst - Location: Colorado Springs ONLYLocation: ColoradoSprings, CO onlyDesired ProfileGood experience/exposure in implementation, support,consulting or development experience (or equivalent) in enterprise businessapplication. Exceptional diagnostic and troubleshooting ability and skilled inusing industry standard tools and techniques. Extensive experience monitoring,tuning and/or changing complex applications to optimize the product to performto customer expectations.Technologies:Database, noSQL, Java ME embedded, Networkingknowledge, Event Hub, WebLogic, XML, web services and JavaScript.Good knowledge expected in at least one of thefollowing Fusion technologies:o ADF,BPEL, ODI, SOA, FBDi, Reporting Tools - Fusion BIP/OTBI/FRSApps DBA experience preferred.Process orientationpreferredOperating Systems knowledge (Linux, Unix)Well-developed troubleshooting skills, abilityto analyze details and synthesize "big picture", frequently workingwith incomplete or ambiguous data.Creative use of industry standard tools to aidin the diagnostic process. Good knowledge of Java programming language,databases, networking and Unix / Linux operating systems.
Database KnowledgeObject Orientation and Java literacy: Deepunderstanding of Object Oriented design concepts (such as inheritance) andexperience of supporting/troubleshooting applications implemented in Java(ability to analyze/relate to Java exception messages in log files, classloading issues, basic understanding of JVM operation).Knowledge of Java ME Embedded and Java Cardpreferred. Past Programming or white box testing experience in Java and otherweb technologies is preferred.Operating Systems knowledge (Linux, Unix)Should have good experience in the followingtechnologies :PL/SQL, Forms, Reports, OAF, XML publisher,Workflow, JavaGood knowledge expected in at least one of thefollowing Fusion technologies:o ADF,BPEL, ODI, SOA, FBDi, Reporting Tools - Fusion BIP/OTBI/FRSDesired Skill Set:Ability to troubleshoot complex customerperformance issues and articulate to Cloud Performance team & collaborate withOperations team to resolution.Responsible for analyzing and recommendingsolutions to performance problems with enterprise business applications.Experience in Profiling and monitoring tools,Network monitoring, Fiddler trace analysis.Strong knowledge of performance concepts such asresponse time, throughput, system resource utilization.Strong knowledge of DB performance area such asanalyze AWR , SQLHC , Explain plan andidentify slow SQL issue in Oracle Database.Experience in using Oracle Enterprise ManagerCloud Control to analyze performance bottlenecksExperience in analyzing JFR, Heap Dump, systemresource usage.Analyze the design and architecture ofenterprise business applications and components to study the performance characteristicsof the applications. Identifies and drives optimization changes in theapplication design & production environment to improve customer experiencefor mission/business critical IT applications.General knowledge of the following categories ofnetwork systems: Multiprocessing, Threading, Distributed systems, LoadBalancing and High AvailabilityExposure to Software profiling and performancetuning knowledge i.e. JProfilerFamiliarity with Java Heap heuristics andgarbage collection policiesGood knowledge of Java profiling toolso JRockitMission Control, a profilero EclipseMemory Analyzer, a memory analysis tool that also has some performance relatedfeatures.o YourKit Java Profiler is a performance and memory JVM profiler.Expert in troubleshooting and analyzingHeapDump, Memory, JFR & Stuck Threads AnalysisExposure to ScriptingExposure to CDN e.g AkamaiPrior experience in missioncritical supportrole in Performance, Resizing, Scalability, Disaster Recover and AutomationFamiliarity of industry change management bestpracticesAdditional Skill Sets desired:Strong written and verbal communication skillsto coordinate with local and English oriented teamsProject planning and management experienceKnowledge of Oracle Enterprise Linux, Red Hat,and/or other Oracle Linux platformsBasic Knowledge on any of the scripting language- Python, Perl, CGI, C, shell scripting, and PHPStrong technical knowledge in WebLogic 11g/12cArchitecture, Performance Tuning, configuration, memory management, debugging(heap, thread); Web Servers; Java/JVMs Seasoned and in-depth/internalsexperience is must; Experience in JAVA internals, Garbage Collections, threadsand work manager; Operator level experience is not sufficient.OracleProduct Knowledge:Strong technical knowledge in Oracle FusionMiddleware (SOA, BAM etc), Oracle Business Intelligence Enterprise Edition(OBIEE), and Oracle service oriented architecture (SOA), Oracle DataIntegrator, J2EEGood knowledge in Oracle Database (RAC, ASM) onOracle Exadata machinesStrong technical knowledge in Oracle EnterpriseManager Grid Control 12cStrong technical knowledge in WebLogicAdministration, Network, Storage appliances and System Administration.Good technical knowledge of current networkhardware and standardsHandson hardware and software troubleshootingexperience in Fusion Middleware, WebLogic and Fusion Application or any ERPproductsExposure to Performance Load TestingTeam and Product information:http://cloud.oracle.com/(click"Applications". SCM candidates can review Supply ChainManagement / FMS candidates can review Enterprise Resource Planning andEnterprise Performance Management)http://docs.oracle.com/(click on "Applications", then click on "Fusion AppsOn-Premise")For moreinformation:Anita Filip| Principal Talent AdvisorOracleNorth America Talent Advisoryanita.filip@oracle.comhttp://www.oracle.comJob: SupportOrganization: OracleTitle: Customer Support - Fusion Cloud - Technical Analyst - Location: Colorado Springs ONLYLocation: United StatesRequisition ID: 19000OS8
