Oracle Technical Support is dedicated to assisting our customers and partners in resolving problems experienced during implementation, administration and maintaining the Siebel CRM applications. Siebel application and products are mission critical tools for our customers. The support personnel contribute to continuous product and service improvement by identifying complex issues,performing product and documentation reviews, taking initiative for processimprovement and internal systems design.

This role is available within the Siebel CRM organization, which provides support to customers across the whole of the Siebel product, including installation and maintenance, general user and specialist functionality, as well as customization and integration.

• To manage and resolve Service Requests logged by customers on Siebel products and contribute to proactive support activities according to product support strategy and model;

• Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing,diagnostic methodology, scripting tools, etc);

• Contributing to Knowledge Management content creation and maintenance;

• Participating in Root Cause/Corrective Action activities defined within the product area in order tofurther enhance the customer experience and improve the Oracle product;

• Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area.

• The ideal candidate should have a degree in Computer Science or an equivalent degree;

• Ideally minimum of 4 years experience working within the IT industry, with a proven understanding of applications at a functional and technical level (preferably Siebel CRM)

• Excellent communication skills both verbal and written;

• Strong customer service skills

• Strong analytical, diagnostic, and troubleshooting skills;

• Proven ability to master new products and learn new skills;

• A desire to work in a fast moving and technically challenging environment;

• Self motivated, resourceful, flexible and are looking for a challenging career;

• Ability to work independently as well as having good team skills

• Strong database skills (DB2, Oracle, Sybase, Informix, MS SQL Server) and SQL skills

• Knowledge of operating systems (Windows, UNIX)

• Hands on experience with HTML, Java-Script, VB advantageous

• Internet and website technologies (HTTP, TCP/IP, etc) advantageous

• Knowledge of web services, J2EE, JBoss, Websphere also advantageous

• Experience in supporting client/server applications – Siebel experience a plus

!|!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 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.

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 area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).

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).!|!