Principal Customer Success Service Engineer

Job description / Role

Overview

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 an OIC PaaS developer, you are expected to be an expert member of the problem-solving and avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. You will be a 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 and business skills in your area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers independently with exceptional communication skills is required, while consistently achieving the absolute highest levels of customer satisfaction.

A bachelor's degree in computer science, engineering, or equivalent experience with 8 years of related experience prior to taking this position is required. In addition, experience with Oracle's core products, applications, and tools is expected.

Pre-Employment Screening

As part of Oracle's employment process, candidates will be required to successfully complete a pre-employment screening process prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification, and professional qualifications and memberships if applicable.

Career Level

IC4

Responsibilities

• Work on developing technical solutions to meet business requirements gathered and documented by functional consultants.
• Identify and resolve key issues related to code change requirements and bug fixes.
• Support Oracle ERP products and services from the technical aspect in line with the contractual agreement.
• Work with support to resolve customer service requests.
• Conduct knowledge transfer sessions both within the Oracle team and to end users.
• Work closely with the functional team and delivery leaders to provide development work estimates and drive excellence in technical work.

Technical Qualifications

• Strong technical knowledge in Oracle applications, SQL, and PL/SQL is a must.
• Strong knowledge in OAF, XML, Oracle Forms and Reports, AME, and WF is a must.
• Java, ADF, and PaaS skills.
• Experience with understanding of data model and business process functionality and its data flow in either Oracle Fusion or Oracle On-Premise Applications (Finance or Supply Chain).
• Hands-on experience with integration web services and OIC integration.
• Experience writing efficient and optimized code and understanding of performance tuning techniques.
• Oracle relevant technical certifications are preferred.
• Good understanding of functional parts of the developed code (preferably in Oracle Financials and HRMS).
• Strong analytical and problem-solving skills.
• Technical troubleshooting experience.

Other Qualifications

• Strong English written and verbal communication skills.
• Excellent technical troubleshooting experience.
• Self-motivated individual who works well in a team environment.
• Willingness to travel to customer sites on a regular basis.
• Experience working as part of global, matrixed, and remote teams.
• Self-driven with the ability to work under minimal supervision.
• Willingness to work in shifts and weekends as required.
• The Oracle OIC PaaS Applications developer is an experienced technical professional who understands business solutions, industry best practices, multiple business processes, and technology designs within the Oracle Applications supporting products and technologies.
• The candidate should have experience in implementation or support of large to medium Oracle Applications implementation projects.
• Ability to operate independently to provide quality work products and perform varied and complex duties and tasks that require independent judgment.

Experience

6+ years of overall experience in relevant technical roles, having product and technical expertise relevant to the practice focus.

Travel

Yes, 50%+ of the time.

About the Company

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.