As a member of the Support organization, the position is for a Principal Support Engineer with a functional and technical background in Enterprise Resource Planning (ERP) Financials modules (General Ledger, Account Receivables, Account Payables or Fixed Assets) or Project Portfolio Management.  Candidates should have a good understanding of Oracle Fusion Financials, Oracle EBS Financial applications, or other ERP Financial Software knowledge. 

Experience in the accounting lifecycle with knowledge of common enterprise structures setup, transaction processing, financial reporting, interfaces, period close processes and activities, knowledge of Oracle Hyperion Essbase Cube, Smart View and Financial Reporting Workspace are highly desired.  Support or Consulting experience with Oracle Financials or other ERP Financial solution is preferred.

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 resolution of each service incident.

Candidate Profile: 

• Provides outstanding customer service

• Ability to handle difficult or sensitive situations with diplomacy and tact

• Very good verbal and written communication skills.  

• Bilingual in English and Spanish

 

Desired Technical Skills:

 

Applied Technologies - knowledge / experience in one or more of: 

• ERP Applications – General Ledger, Account Receivables, Account Payables, Fixed Assets, Subledger Accounting, Tax (Fusion, Oracle EBS, PeopleSoft or JD Edwards Application) 

• OBIEE, OBIA, BI Publisher, OTBI 

• Oracle (Hyperion) Essbase or Financial Reporting 

Foundational Technologies - knowledge / experience in one or more of: 

• Application Server Architecture (WebLogic Server) 

• Java      

• XML  

• SQL

• PL/SQL

Analytical Skills: 

• Ready to perform in an ever changing environment with a can-do attitude

• Must have well-developed troubleshooting skills and preferably a support background 

• Ability to analyze details, log/trace files, work with incomplete or ambiguous data to fix issues 

• Ability to test/replicate the issue in labs and provide adequate support to customers 

Top 4 skills in the ideal candidate: 

1. Troubleshooting experience (Detail Oriented Mindset) 

2. Experience with an Enterprise Resource Planning (ERP) Application  

3. Java experience (SOA connections / web services / web applications) 

4. Excellent communication skills 

Shift hours will be based on business requirements. The job may require the flexibility to work beyond standard business hours, to include weekends and holidays, as required.  Base shift hours may change over time.  

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 Associate 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. Your primary task will be to provide level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).





Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.