Oracle is seeking an experienced, energetic, and enthusiastic Senior Software Support Engineer of Fusion ERP Cloud (Financials) to join the Fusion SaaS Cloud Support Organization in Japan. This role will be instrumental in helping shape Oracles cloud transformation of our Fuson SaaS Services.  Fusion SaaS Cloud Support organization provides technical assistance for Fusion SaaS Cloud  (ERP/Financials), to customers, partners, consultants and sales engineers, who are implementing / running production applications using the Fusion SaaS Cloud Service.

Key Skills:

    Technical Assistance of software products.Maintenance or troubleshooting of software products or/and hardware.
    Basic information technology wide knowledge and experience.
    Experience of using Oracle Applications or/and Oracle FMW products(BI,Weblogic,SOA,etc).
    Good knowledge of SQL queries , PL/SQL & SQL Tools.

Nice to have Skills:

    ERP Related (Intermediate): Exposure in administering the Enterprise Application (e.g. EBS Financials) and troubleshooting issues related to that.
    OCI (Oracle Cloud Infrastructure)
    Technical knowledge of Oracle FMW & SOA (BPM & BPEL) Architecture & Administration
    Troubleshoot and performance tune Enterprise level FMW Server issues
    Ability to read and interpret stack traces and troubleshoot issues involving system and process crash events.
    Ability to read and analyze network trace data in detail to understand and resolve inter-server communication issues.
    Development of software products.

Key Responsibilities:

    Provide SaaS service support of Fusion SaaS software and service (ERP/Financials).
    Clearly document customers' system errors and actions taken in the debugging steps to the resolution of the problem.
    Interact with customers, partners, and software developers to provide technical advice and assistance.
    Identify and document product defects for Development Engineering and Sustaining Engineering.
    Review design specifications, external technical publications and provide feedback for product improvement.
    Advanced troubleshooting skills in all areas above.
    Excellent verbal and written communication skills in English and Japanese.
    Advanced customer support and communications skills.
    Ability to learn new technologies quickly.
    Demonstrate strong troubleshooting and analytical problem-solving skills.
    Able to multi-task and manage multiple technical issues reported by customers

Requirements:

    Greater than 4 years experience preferred working on technical projects and support..
    Excellent problem solving, critical thinking, and analytical skills.
    Quick learner; able to learn new technologies and new programming languages on own as necessary.
    Outstanding oral and written communication skills.
    Committed team player with the ability to function both independently and as part of a team.
    Be personable, friendly, and able to work efficiently under time constraints.
    In this position, you will routinely act independently while researching and developing solutions to customer issues.

 

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)