Job Description

All over the world, people's lives are better because of Oracle. Want to make a difference? Join our company of change-makers.

From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter’s Type 1 Diabetes and has written a cookbook to share with the world.

Preferred Qualifications

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: 

Troubleshooting experience (Detail Oriented Mindset) 

Experience with an Enterprise Resource Planning (ERP) Application

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

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.

Detailed Description and Job Requirement:

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. You will be the technical interface to customers 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.

7 years of experience with Core products or eight years of 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)

Detailed Description and Job Requirements

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).

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.

Job

:Support

Location

:MX-MX,Mexico-Guadalajara/Zapopan:

Organization

:Oracle

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