Technical Analyst 4-Support

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 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.

Preferred Skills Include:

Technical

• 4 + Years of experience in Implementation and Usage of Hyperion Essbase, Hyperion Planning, Essbase Administration Services, Marketplace Essbase, Oracle Analytical Cloud Essbase, Smartview

• Exceptional diagnostic and troubleshooting ability and skilled in using industry-standard tools and techniques.

• Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Tuning, Troubleshooting techniques etc).

• Experience in operating systems (Linux, Solaris), networking, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning.

• Exposure to other Hyperion Products such as HFM,BI+, FCCS etc is plus.

Customer Management

• Ability to understand customer problem and provide the technical solution in a timely manner

• Ability to understand customer urgency and sensitivity of the problem

• Strong Verbal and Written communication skills

• Ability to speak confidently and communicate clearly with the customer

• Strong Adherence to Process and be process champion

• Ability to work well with demanding customer environments and delight customers

• Fast learners, quick ramp-up time (processes, tooling, technology)

• Flexibility to work beyond business hours, as required, to include weekends and holidays

• Ability to work in ambiguous situations and with global teammates.