Oracle Senior Technical Applications Support Engineer in Boston, Massachusetts
The Fusion SCM Cloud Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Cloud Support and help shape the organization to benefit our customers, employees and the organization overall. Oracle Cloud Support offers you opportunity to work with multiple technologies, leading edge cloud applications in a knowledge centric collaborative environment. If you are excited to learn new technologies, applications, showcase your analytical, technical or domain related talents and shape our collective future then this is the place to be.
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 within Oracle for customer needs. This involves resolving post-sales technical issues by performing troubleshooting, analysis and debugging within application and infrastructure layers. As a Senior Technical Applications Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. This would include tasks such as analysis, design develop, troubleshoot and debug software programs for commercial or end user applications and on occasion create modify code.
In this role the engineer serves as a technical subject matter expert (SME) in one or more product areas. They focus on learning and acquiring the skill sets necessary to work both as a Sustaining Engineering Developer and a Software Support engineer with varying degrees of responsibility drawn from both job roles. As the most advanced technical engineers in the Software Support team, they work hand in hand with the Product Development and Strategy teams to service Oracle customers. Reviewing source code combined with their ability to triage complex software problems across the stack and down to the code level will result in faster resolution for customers.
They will develop a deep understanding of how an Oracle product or application integrates and interoperates with other Oracle or third party applications. This entails engaging with other similar experts across Application pillars, Middleware and Database, to troubleshoot complex integration issues. They will serve as an extension of a Product Development team with the goal to assist their respective Support teams/peers and may even write code fixes to submit for Development review. They will be responsible for triaging customer bugs for their subject areas and assist development with bug prioritization.
The engineer will be regularly engaged for critical customer issues to ensure resolution to the customer’s satisfaction and that the customer’s voice is accurately reflected to all teams within the organization. They will also make specific recommendations for both product and knowledge (doc) improvements to help improve product supportability and customer self-service. With deep functional and technical understanding of the products, they will also be responsible for identifying opportunities and creating ways to proactively detect problems in customer’s application environments e.g. via Business Process Monitoring, Sensors etc. and help create a better service experience for Oracle customers.
Roles and Responsibilities
Below is a list of some duties a Hybrid engineer would be involved in but not limited to.
SME in a product area with focus on troubleshooting application and extensibility code.
Source code access in order to triage issues to code level to assist development and ability to write data fixes (EM payloads and data fix scripts).
Review customer extensions and advise on improvements.
Building support integration environments.
POC for integration and working with other pillars to strengthen the support model between teams.
BDE and responsible for bug prioritization for development.
Pre-Bug reviewer to assist other engineers within Support to resolve independently or validating and defining the issue accurately before engaging Development.
Performance POC, if applicable (not all engineers with code access may understand performance issues).
Work with Product Strategy on product improvement recommendations.
Participate in Cloud Customer Connect Release events answering questions.
Handle the more technical issues during critical customer escalations.
Interface with Cloud Operations and Development on improvements through sensors and process improvements.
Understand the capabilities and tooling needs of support and drive innovation, build and development utilities such as sensors, log parser tools, scripting, analyzers, etc.
Work with development to incorporate tools into the application (shift left focus).
Work with Documentation team on improved documentation when issues have been identified for better self-service and less service requests.
The ideal candidate will possess the following skills but may not be limited to:
7 plus years’ experience with core / application products 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).
Experience building and/or troubleshooting enterprise business applications
Implementation, support, consulting or development experience (or equivalent) in enterprise business application.
Exceptional diagnostic and troubleshooting ability and skilled in using industry standard tools and techniques.
Extensive experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
Extensive experience with one or many aspects of Enterprise Business Application (Product expertise, log analysis, structured troubleshooting techniques, etc.)
Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning and so on.
Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the United States only
Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer
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