Technical OIC Consultant (Support Org)

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.

Roles and Responsibilities

Below is a list of some duties a Hybrid engineer would be involved in but not limited to.

• Subject Matter Expert 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.
• Bug Diagnostic Engineer 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 industry focus on CAPA /RCA)
• Work with Documentation team on improved documentation when issues have been identified for better self-service and less service requests.

Qualifications

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 including hands on exposure to Coding Languages like Java, Phython, Linux Scripting are preferrable.
• Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.

Technical Skills

• Strong Understanding of data structure, ER Diagrams.
• Programming /Scripting Languages :

Python, R, and Java, Groovy, Unix Shell Scripts, JavaScript / TypeScript, React.js, Oracle JET,Oracle RDBMS and having understanding to utilize frameworks and libraries such as TensorFlow and PyTorch.

Good understanding of Networking and Internet Protocols.

• REST /SOAP Service. Payload creation using XML .