Support Saas Practice Architect

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.

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:

- Supply Chain Management (SCM)
- Logistics (Inventory/receiving)
- Manufacturing
- Supply chain Planning
- Product Information Management
- Product Lifecycle Management
- Maintenance

**Responsibilities**:

- **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 **.**:

- **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:

- Application setup, implementation, integration or support experience
- SaaS Application technology skills (Configurations, Setup, SQL, PL/SQL, Java, Java Script, Database, Application data schema, OCI, General Cloud knowledge)
- Project management or development experience
- An advanced degree in Computer Science, Statistics, Engineering, Mathematics, or another relevant quantitative field
- 5+ years of experience working with the APPS Tech or functional technologies for Fusion SaaS Applications
Or
5+ years of experience working with Analyzer Diagnostics, signatures and Monitoring services or a combination of both experiences.
- Be comfortable working in a fast-paced environment and have a proven ability to drive business results.
- 3+ years of practical experience in data science or analyzing telemetry for trending and root cause analysis
- Practical experience in product management and software engineering.
- Experience with knowledge management (product documentation, help text, white-papers, or knowledge management)
- Strong written and verbal communication skills
- Strong drive and an attitude to learn and master new technologies and techniques
- Examples: Oracle Visual Builder Cloud Service (VBCS), Oracle JET, Oracle Digital Assistant (ODA) and Chatbots, Oracle Intelligent Advisor (OIA), Spectra Micro Services

If you are looking for an exciting opportunity to work on challenging projects, draw upon the many unique skills you acquired over the years, collaborate with a great team of diverse engineers from around the globe - this is the role for you