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Preferred Qualifications - Education & Experience:
A degree in a technical discipline such as Computer Engineering or equivalent experience is required.
Minimum of 4 years of relevant professional experience, ideally with Oracle/PeopleSoft HCM products.
Previous experience in delivering technical customer support is essential.
Hands-on experience with Application Engines, SQRs, and PeopleCode is necessary.
Proficient in troubleshooting and debugging PeopleSoft-related issues.
Functional/Technical Knowledge & Skills:
Strong analytical and problem-solving capabilities are crucial.
A general understanding of ERP solutions (FMS, SCM, HCM, CRM) and familiarity with related systems and software (EPM and Student Services) is beneficial.
Technical expertise in relational databases (Oracle, SQLServer, DB2/UDB, DB2/400), operating systems (Microsoft Windows, UNIX, Linux, AS400), programming languages, and web technologies is required, along with a methodical approach to troubleshooting.
Knowledge of structured SQL statements and their execution within RDBMS is important.
Ability to interpret and analyze software logs and traces is necessary.
Detailed Job Responsibilities:
As a vital member of the Support organization, your primary focus will be to provide post-sales support and solutions to the Oracle customer base while advocating for customer needs. This role involves addressing post-sales non-technical inquiries through various communication channels, as well as handling technical questions related to the use and troubleshooting of our Electronic Support Services.
In the capacity of a Senior Support Engineer, you will serve as the technical liaison to customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs) for resolving issues related to the installation, recommended maintenance, and utilization of Oracle products. A comprehensive understanding of all Oracle products within your area of expertise, along with in-depth knowledge of several products and/or platforms, is expected. You should possess extensive experience across multiple platforms and be capable of executing assigned responsibilities with minimal oversight from management. In this role, you will often operate independently while researching and developing solutions to customer challenges.
Your job responsibilities will be diverse and complex, requiring independent judgment. You may also take on a project lead role. A minimum of 4 years of experience with Core products or 5 years with Applications products is required, along with a technical degree (BS in Computer Science, Management Information Systems, Engineering, Math, Physics, or Chemistry) or proven professional/technical experience demonstrating a functional and technical understanding of Applications, preferably Oracle.
