Senior Technical Support Analyst - Cloud Supply Chain Management

$51,896 - $126,110/Yr

Oracle - Boston, MA

Full-time - Entry Level

Boston, MA

Publishing Industries

About the position

The Supply Chain Support Engineer role at Oracle Software Support involves joining the Fusion Supply Chain Management / Manufacturing Support team. This position focuses on learning the latest technology and influencing product supportability, usability, maintenance, and installation/configuration. The role requires collaboration with the Fusion Development team and other Oracle teams, aiming to shape the future of Fusion products and enhance customer experiences.

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 partners.
• 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 engineers to ensure quality and efficiency of support.
• Report high visibility cases, escalations, 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 engineers.
• Work with Oracle Development/Support Development for product-related issues.

Requirements

• B.S. in Computer Science, Information Systems, Science, Mathematics, Physics, or Chemistry with a 3.0 GPA or equivalent experience.
• Proven professional/technical experience demonstrating an understanding of Applications at a functional and technical level, preferably Oracle.
• Strong Supply Chain Management knowledge, particularly with Planning and Manufacturing Modules.
• Exceptional diagnostic and troubleshooting skills.
• Superb communication skills, both internally and externally.

Nice-to-haves

• Knowledge in XML, Java, J2EE, Oracle ADF, SOA, and Web Services.
• Process orientation preferred.
• Ability to analyze details and synthesize the 'big picture'.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short term disability and long term disability.
• Life insurance and AD&D.
• Supplemental life insurance (Employee/Spouse/Child).
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Flexible Vacation and accrued vacation benefits.
• 11 paid holidays.
• Paid sick leave with carryover options.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner and pet insurance.