Fusion SCM Cloud Support Analyst 5

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 within Oracle for customer needs. This involves resolving post-sales technical issues by performing troubleshooting, analysis and debugging within application and infrastructure layers. As a Senior Technical Applications Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. This would include tasks such as analysis, design develop, fix and debug software programs for commercial or end user applications and on occasion create modify code.

In this role the engineer serves as a technical subject matter expert (SME) in one or more product areas. They focus on learning and acquiring the skills necessary to work both as a Sustaining Engineering Developer and a Software Support engineer with varying degrees of responsibility drawn from both job roles.  As the most advanced technical engineers in the Software Support team, they work hand in hand with the Product Development and Strategy teams to service Oracle customers. Reviewing source code combined with their ability to triage complex software problems across the stack and down to the code level will result in faster resolution for customers. 

They will develop a deep understanding of how an Oracle product or application integrates and interoperates with other Oracle or third party applications.  This entails engaging with other similar experts across Application pillars, Middleware and Database, to solve complex integration issues. They will serve as an extension of a Product Development team with the goal to assist their respective Support teams/peers and may even write code fixes to submit for Development review. They will be responsible for triaging customer bugs for their subject areas and assist development with bug prioritization. 

The engineer will be regularly engaged for critical customer issues to ensure resolution to the customer’s satisfaction and that the customer’s voice is accurately reflected to all teams within the organization. They will also make specific recommendations for both product and knowledge (doc) improvements to help improve product supportability and customer self-service. With deep functional and technical understanding of the products, they will also be responsible for finding opportunities and creating ways to proactively detect problems in customer’s application environments e.g. via Business Process Monitoring, Sensors etc. and help create a better service experience for Oracle customers.

Career Level - IC5

Roles and Responsibilities

Below is a list of some duties a Hybrid engineer would be involved in but not limited to.

• SME in a product area with focus on troubleshooting application and extensibility code.
• Source code access in order to triage issues to code level to assist development and ability to write data fixes (EM payloads and data fix scripts).
• Review customer extensions and advise on improvements.
• Building support integration environments.
• Point of contact for integration and working with other pillars to strengthen the support model between teams.
• BDE and responsible for bug prioritization for development.
• Pre-Bug reviewer to assist other engineers within Support to resolve independently or validating and defining the issue accurately before engaging Development.
• Performance POC, if applicable (not all engineers with code access may understand performance issues).
• Work with Product Strategy on product improvement recommendations.
• Participate in Cloud Customer Connect Release events answering questions.
• Handle the more technical issues during critical customer escalations.
• Work with Cloud Operations and Development on improvements through sensors and process improvements.
• Understand the capabilities and tooling needs of support and drive innovation, build and development utilities such as sensors, log parser tools, scripting, analyzers, etc.
• Work with development to incorporate tools into the application (shift left focus).
• Work with Documentation team on improved documentation when issues have been identified for better self-service and less service requests.

Qualifications

The ideal candidate will possess the following skills but may not be limited to:

• 10 plus years’ experience with core / application products 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).
• Experience build