Oracle Customer Success Services is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology.

Who is Customer Success Services?

First of all, the People Customer Success Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

Being part of Customer Success Services organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichment to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s)

Role Description
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.

Responsibilities:

• This position is for an experienced professional with a hands-on functional background in the Oracle ERP (SaaS) suite of products. Ideal candidate understands not only the concepts of Customer Financials business environment.

• Responsible for supporting critical business operations.

• Works independently to provide quality services to multiple customer engagements.

• Performs varied and complex duties and tasks that need independent judgment to support Oracle products and technology to meet customer needs.

• Applies Oracle methodology, company procedures, and leading practices.

• Perform root cause analyses and recommend meaningful updates to the following functional and operational items: dimensionality and hierarchies, business rules code, metadata properties, data forms and reports, data management processes and others as needed

• Provide input to help guide the development of customer solutions (pre-implementation), as well as address customer questions and concerns regarding the functionality of their Oracle ERP environments (post-implementation, ongoing maintenance)

• Collaborate with offshore team members and business customers globally

• Customer Management

• Ability to understand customer urgency and sensitivity of the problem

• Strong Verbal and Written communication skills

Primary Skills

• Expertise in Oracle Cloud Financials is required, with a strong emphasis on demonstrated proficiency in AP; experience with additional modules—such as GL, AR, FA, CE, and Expenses—is preferred

• Other Skills - ITIL Foundation, Escalation Management, Problem Management

• Should have Implementation, support or upgrade of Oracle SaaS Financials Suite of products with at-least 1 implementation experience on SaaS Financials

• Experience in understanding customer requirement

• Customer facing and Good communication

• Experience on working on Agile Methodology

• Good communication skills

• As a primary point of contact for customers, should be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues

• Experience with all aspects of the system – support, testing and Pre & Post implementation activities

• Resource should be able to independently work on Support and resolving issues

• Resource should be able to investigate, analyze and provide solution for any customer specific requirements

• Work with OMCS/DBA team. Knowledge of SRs, RFCs and My Oracle Support is required

• Lead the team through all aspects of service delivery

At Oracle, we don’t just respect differences — we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. When everyone’s voice is heard and valued, we’re inspired to go beyond what’s been done before.

https://www.oracle.com/corporate/careers/diversity-inclusion/

#LI-AM3

#LI-Hybrid

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 [email protected] 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.