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Job Description

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. As 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.

Career Level - IC3

Responsibilities

As a Database Senior Support Engineer for Software Development and Windows, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Good understanding of Oracle and Microsoft technologies and products, languages and/or platforms preferred. Experience in multiple platforms desired 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. Experience in a project lead role along with Core products experience is plus.

Responsibilities

As a member of support organization, the job focus is to deliver high quality customer service to the Oracle customer base while serving as an advocate for customer needs. The job profile involves resolving technical issues mostly raised by customers through the customer portal. The job responsibility includes and may be not limited to:

• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards.

• Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.).

• Contributing to Knowledge Management content creation and maintenance.

• Working with development on product improvement programs (testing, SRP, BETA programs etc.) as required.

• Operating within Oracle business processes and procedures.

• Respond and resolve customer issues within Key Performance Indicator targets.

• Maintaining product expertise within the team.

• Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product.

• Participate in weekend rotations and shifts.

• Work with development specialist in order to fix code issues.

• Interact with experienced database specialists from various business areas.

• Be up to date with the latest system configurations and product releases.

Qualifications

• 5+ years of software development experience in PL/SQL, Java and Oracle drivers for Microsoft.

• Experience in Pre-compilers and Oracle Call Interface (OCI) concepts.

• Experience in Java, Java script, Java Virtual Machines (JVM).

• Proven professional and technical experience with Oracle database technologies.

• Excellent communication skills are required.

• Proficiency in English language both verbal and written is a must.

• BS in Computer Science/Management Information Systems/Science/ Engineering/Math with at least 3.0 GPA.

Technical Skills

In-depth knowledge and working experience of software development using Oracle RDBMS & Oracle drivers for Microsoft.

• Expertise in creating PL/SQL stored procedure, Function, Packages, System packages such as UTLHTTP, UTLSMTP, UTL_FILE etc.

• Oracle RDBMS concepts, external procedures including advanced PL/SQL concepts.

• JVM concepts including Java stored procedures.

• Experience with Oracle drivers for Microsoft (ODBC, OLEDB and ODP.NET).

• Pre-compiler concept includes ProC and ProCOBOL, Oracle Call Interface (OCI).

Following technical skills are a plus:

• C#, Visual Studio, Coding in C and C++ using above interfaces.

• .Net Coding and Windows Debugging.

• Operating System concepts.

• Working knowledge of Oracle cloud or any other leading cloud technologies preferred.

• Windows Admin including Middle tier environments.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $21.59 to $60.63 per hour; from $44,900 to $126,100 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer