Senior Technical Support Engineer

This position is for supporting Fusion Applications, particularly under the Supply Chain Management / Manufacturing pillar (Discrete Manufacturing, Production Planning, Maintenance, Sales & Operations Planning, Inventory, Product Information Management).**Responsibilities**:- Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards- Demonstrate strong follow-through and consistently keep commitments to customers and employees- Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service- Take ownership and responsibility for priority customer cases where and when required- Review urgent and critical incidents for quality- Queue reviews with analysts to ensure quality and efficiency of support- Report high visibility cases, escalation, customer trends to management- Act as information resource to the management team- Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible- Participate in projects that enhance the quality or efficiency of support- Participate in system and release testing, as needed- Act as a role model and mentor for other analysts- Participate in after hour support as required.- Work with Oracle Development/Support Development for product related issues- Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done)Oracle Software Support is growing its Fusion Supply Chain / Manufacturing Support team.As part of this team, you will learn the latest technology and help influence product supportability, usability, maintenance, and installation/configuration.The team works closely with the Fusion Development team, as well as other Oracle teams, directly involved in Fusion Products.If you are interested in joining the support team for a product in its early stages and help shape the future of Fusion product and Fusion customers alike, then this is the place to be. If you think you meet the requirements below, we are definitely interested in finding more about you.As a Support Engineer, you will be expected to have:- Skills in using industry standard tools and techniques.- Exceptional diagnostic and troubleshooting abilities.**Behavioral**- Detail Oriented- Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.- Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.- Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.- Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.- Ability to persevere in the face of obstacles and ensure customers’ success.- Able to work well with limited daily supervision.- Process orientation preferred.- Self-starter.**Technical & Analytical**- Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data.- Creative use of industry standard tools to aid in the diagnostic process.- Knowledge in one of the following areas is seen as an advantage: XML, Java, J2EE, Oracle ADF, SOA and Web Services.**Education**- B.S. (Computer Science) or equivalent preferred.- Other qualifications with adequate experience might be considered.- Strong Supply Chain / Manufacturing functional knowledge- Excellent communication skills dealing with customers (internally and externally)- Exceptional diagnostic and troubleshooting skills- Desire to learn new technologiesAs 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.