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Job DescriptionAs 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)If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiriesus@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 178845 in the subject line of the email.ResponsibilitiesHCM CloudTechnical Customer Product Support ProfessionalAre you interested in being part of a dynamic and fast paced team supporting Oracle’s newest Human Capital Management (HCM) revolution? Well this is YOUR chance!At Oracle Fusion HCM Cloud Applications, we deliver HCM management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.Department DescriptionOracle Fusion HCM Cloud Applications Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting early adopters and new customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be.Position Overview:Position is for a Technical Product Support Professional with a functional background in Human Capital Management. Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.Job Responsibilities:The main role of a Product Support engineer is to troubleshoot and resolve highly complex techno-functional problems.The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge,problem solving skills, and customer interaction/service expertise. Requires daily one on one interaction with customersvia ticketing system, phone conferencing and web conference sessions.Note: This role may need you to work on weekends and multiple shifts on rotation basis.Job Description:Position Overview: Position is for a Technical Support Professional with a functional background in Human Capital Managementand extensive knowledge in Oracle Cloud Global Human Resources. Reports to the Manager of Support. Responsible for providingexcellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicatedand critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to drivecomplete and total resolution of each service incident.Hands on experience with Fusion Cloud HCM or EBS HCM applications; must understand basic human resources concepts which includes: Employment actions such as hiring, termination, transfers, data extraction, HR security (users/roles/privileges), onboarding, checklistRequirements for the role: B.S. or 4+ year’s equivalent experience using, implementing, supporting Global Human Resources Cloud or EBS applications Customer facing support experience Experience with Approvals, HCM Extract, organizational structures configuration (departments, organizations, grades, positions, locations), fast formulas Experience with third party vendors such as HireRight Experience in custom extracts and/or HR compliance reporting (EEO, I-9 verification) Technical skills in: RDBMS, SQL, PL SQL, XML, Java, Groovy scripts, Web Services, Custom Data Extracts, Page Customizations, and log analytics Able to handle high volume and critical HR deadlinesOracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment.#JoinASEAbout UsDiversity and Inclusion:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.Disclaimer: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. Which includes being a United States Affirmative Action Employer
