Support SaaS Practice Architect - SCM (IC4/IC5) (#JoinASE)

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. 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. As 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. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with 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).  

Career Level - IC4

Would you like to utilize all of your deep product knowledge, business, technology and consulting skills to enhance the customer experience of the product?
Would you like to be in a position to influence the product development and support teams and share your insights?

The Oracle Support SaaS Practice Architect team is based in the Oracle Support organization.

We are tasked to anticipate customer challenges and using our deep product, technical and implementation expertise to proactively address them before the customer needs to ask for help.

We identify key trouble areas, develop knowledge, diagnostics or automations to identify the root cause of those issues.  We drive the resulting changes that then enables the support and development organization to resolve those issues, and equip the organization to support any challenges the customers may have as a result of those issues. 

This is a role with high visibility internally and externally and a great opportunity to use your consulting, product, technical and leadership skills all at the same time!

Key Skills:

We have needs in multiple SaaS application product areas. You may have experience in one or more of the below areas:

• Supply Chain Management (SCM)
  • Oracle Fusion Purchasing Cloud Service
  • Oracle Fusion  Self Service Procurement Cloud Service
  • Oracle Fusion  Sourcing Cloud Service
  • Oracle Fusion  Supplier Model Cloud Service

Responsibilities:

This team is instrumental in shaping and executing critical strategies across the application service organization. They strategize with executives (product support leaders, development, consulting, customers, etc.), and serve as a trusted partner and influencer enabling the business to adopt and execute upon the strategies.

• Analyze and understand the top issues affecting the support organization and customer base
  • Design and implement diagnostics and automations to reduce the time it takes to resolve issues 
  • Identify and drive change into the product, documentation and diagnostics  
     
• Engage in quarterly support release readiness activities and training
  • Learn new product features, technologies and tooling capabilities to offer continued growth and improvement for the business.   
  • This allows for continuous learning, staying ahead of the curve with the products’ new features and the application of those new skills.
     
• Engage with Customers and Partners to understand their experiences with the SaaS products, further equipping you to make insightful impacts.  
  • Learn what challenges customers and partners face and how they impact the overall business for the customer
  • Incorporate those learnings/insights into the changes you drive within the organization

Qualifications:

• Qualifications can be from any of the  major categories:
  • SaaS application experience  ( SCM,  PRC)
  • Application setup, implementation, integration or suppor