Oracle Fusion SaaS Technical Support Engineer

Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world. If you have a passion for innovation in delivering service excellence with a background in SaaS Application support, we want you on our team!

Oracle Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology. Oracle applications best unfold their full value and rich capabilities if user adoption, business continuity, technical optimization, and security are addressed proactively. Thousands of customers around the globe have relied for several years on Customer Success Services for high performance and the efficient operation of their most critical business processes on Oracle environments.

Thousands of domain experts around the world assist and guide customers toward their business goals. Oracle CSS provides tailored support and guidance throughout the Oracle Cloud Applications usage to meet customers’ business objectives. We, the CSS, are expanding the team in the UK to help manage, support and enhance our customers' experience with Oracle Fusion SaaS and PaaS. The Team works with our UK Secure Govt Customers primarily but also works with UK Commercial Customers when required.

Lifecycle management

As customers grow and mature with their operations, we would act as the enabler to enhance product adoption and user experience. Our focus on continual service improvement is a key differentiator. As part of Customer Success Services organization, you will get an opportunity in the lifecycle management of the SaaS and PaaS solution - we would leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day-to-day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI’s.

What you’ll do

As a Fusion SaaS Technical Analyst for UK Government Clients, 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 technical and functional customer issues directly with customers. A main point of contact for customers, you are responsible for facilitating customer relationships with Support, Product Management, XLOB and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. As a Fusion SaaS Technical Analyst, you will offer strategic support to assure the highest level of customer satisfaction. A focus is to build/use 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.

The background you should have for this job

• 3-5+ years’ experience with Oracle Fusion SaaS and PaaS Technical Products, Database, OBIEE, OTBI, BIP
• Experience with one or more of Java, C++, Groovy, PL/SQL
• Eligibility for UK Government Security Clearance, British Nationality required
• Minimum 5 years UK residency to meet UK Security Vetting (SC) requirements
• Applying and testing of Oracle Updates
• Strong experience in proving support, configuration and extension services activities to UK Govt clients
• Excellent spoken and written English language communication skills
• Ability to work with multiple teams to address client needs
• Demonstrate self-initiative and ability to work independently and unsupervised
• Have hands-on experience in supporting/integrating and extending Oracle SaaS HCM
• Expertise in configuring and optimizing applications and understanding of performance tuning techniques

As a Fusion SaaS Technical Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Fusion SaaS Technical Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

Career Level - IC4