JOB DESCRIPTION / ROLE
Customer Success Services (CSS) is an organization providing tailored mission-critical support services for the full Oracle product stack. CSS understands the customer's needs and helps them to increase availability, improve performance, mitigate risk, and save costs.
Role Overview
CSS is looking for engineers skilled and experienced in middleware technologies, mainly on SOA-related products and architectures. Engineers with experience in installation and configuration in highly available environments, patching, administration and monitoring, troubleshooting, and the design of SOA and BPM-based solutions to cover the requirements transmitted by a customer.
Selected engineers will be responsible for providing consultancy, working with customers, translating ideas and concepts into implementable, supportable designs, and providing technical solutions aligned with Oracle standards. They will also participate in maintaining and supporting customers' eBusiness Suite applications and Fusion SaaS, either on-site or remotely, implementing and running PaaS solutions such as Oracle Integration Cloud/SOA and integration to Oracle SaaS products, developing, integrating, and implementing application components including front-end development.
It is preferred that engineers have experience in Oracle EBS integrations using the SOA suite. Experience in any Oracle applications is a plus.
These engineers will join the CSS Global SaaS & Apps Delivery, a team that centrally delivers proactive and reactive services for any country across the globe.
What We Are Looking For
We are looking for flexible and open-minded experts, able to work with different technologies, and address complex architectures, on-premises, cloud, or hybrid environments. We seek engineers who can quickly learn and are willing to work with new and innovative products and solutions, and who can interact and collaborate with people in different teams globally to provide the best-tailored solution to Oracle customers.
CSS offers a professional context where engineers can develop themselves constantly and where they can always be in touch with the most innovative technologies both in on-prem and in cloud environments.
CSS Engineers Have the Mission
- To develop and manage the technical relationship with designated account(s) in order to maximize the value of CSS to the customer.
- To develop and maintain trusted relationships with other Oracle contacts within designated account(s) and relevant third parties.
- To act as the technical primary point of contact for Oracle Support.
- To safeguard customer satisfaction and renewal through quality delivery and added value.
What You Will Do
- Experience in areas like installation and configuration, patching, administration, monitoring, troubleshooting.
- Experience with highly available environments design, configuration, and maintenance, including clustering and load balancing for fusion middleware components.
- Experience in the design of SOA, OSB, and BPM-based solutions and architectures which cover requirements transmitted by a customer.
- Engage directly in architectural tasks and collaborate with colleagues to implement best practices specific to the projects.
- Detect and address performance challenges, security issues, and other technical concerns proactively.
- Development background will be considered a plus.
- What We Need
- SOA and Integration PaaS Services (SOACS, OIC, ...)
- Oracle Service Bus (OSB/ESB)
- B2B
- MFT
- Business Rules
- Experience with BPEL, Mediators, and SOA adapters (SOAP, Rest, database, JSON, ...); Web Services Manager
- Business Process Management Suite (BPM Process Composer; Process Spaces; Workspace)
- BAM
- JDeveloper, Java
- Related Products
- WebLogic Server
- Coherence
- WebTier (Apache, Oracle HTTP Server, Oracle WebCache)
- To be considered as Plus/Additional skills.
- Oracle WebCenter Portal, Sites, and Content.
- Oracle Identity & Access Management.
- OBIEE, OAS, and ODI.
Our Ideal Candidate
- In addition to the technical capabilities, our ideal candidate is a person who could:
- Deliver high-quality technical results to CSS customers.
- Exhibit strong communication, organization, and presentation skills, along with excellent problem-solving and analytical skills.
- Be a technical team leader and coach team members in relevant skills, finding ways to recognize the contributions of others in the team.
- Understand customer requirements and, based on their own skills and experience, design the proper architecture using the most appropriate products and create a technical plan to integrate and implement the technical solution.
- Be the main contact for new business opportunities by supporting our presales team, identifying and promoting opportunities for sales of Oracle products and services to support business growth.
- Analyze, troubleshoot, and solve whenever feasible, the issues the customer may face using Oracle products.
- Identify required/recommended actions on customer systems as the main output of service delivery, based on their own knowledge and experience.
- Maintain the Oracle solution to ensure customer demands are met. Platforms for Oracle solutions are on-premises, cloud, or hybrid running various workloads (application, middleware, database, and infrastructure).
- Support solutions around multi-cloud and hybrid cloud setups.
- Escalate customer issues to the Technical Account Manager at the right time where relevant.
- Ensure adherence to internal methodology, tools, and quality standards.
- Actively participate in services development.
- Collaborate with other engineers in the team or in other teams to share knowledge and experiences that can benefit CSS business results.
- Learn the latest technologies and assist customers by delivering services using those technologies.
Requirements:
- University degree.- Excellent communication and technical documentation writing skills.
- Development background will be valued.
- Experience with any cloud platform will be valued.
- Fluent English (other additional languages will also be valued).
- Availability to travel and work onsite at customers for not less than 50% of the time.
- Availability to work 24x7.
- At least 8 years of experience.
- As part of Oracle's employment process, candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification, and professional qualifications and memberships (if applicable).
What We Offer
- A competitive salary with exciting benefits.
- Flexible and remote working so you can do your best work.
- Learning and development opportunities to advance your career.
- An Employee Assistance Program to support your mental health.
- Employee resource groups that champion our diverse communities.
- Core benefits such as medical, life insurance, and access to retirement planning.
- An inclusive culture that celebrates what makes you unique.
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. As 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 advisory systems engineer, you are expected to be an expert member of the problem-solving/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 regularly, you will be expected to work with very limited guidance from management. Further, the advisory systems engineer is sought by customers and Oracle employees to provide expert technical advice.
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/business skills in the area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers independently with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction is essential. Both a bachelor's and master's degree in computer science, engineering, or equivalent experience is required, along with 8 years of related experience prior to taking this position. Additionally, experience with Oracle's core products, applications, and tools is necessary.
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.
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.
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