Support Engineer, Oracle Technology (Archive Product Line)

Rimini Street, Inc. is a global provider of end-to-end enterprise software support solutions, and they are seeking a Support Engineer for their Oracle Technology product line. This role involves working with clients to scope Oracle Technology products, providing technical knowledge, and leading archiving projects to improve client outcomes.

Responsibilities:

• Provide in-depth technical knowledge and understanding of Oracle technology concepts. Including software patching, maintenance, upgrading and installation methodologies by the vendor, to provide a comprehensive archive that is used by the Client and the Rimini Street Global Application Support team
• Understand and work with clients to define production and future environments for key areas such as Database, Developer Tools, Oracle Technology/Middleware and preferably including knowledge of patch structure of said products
• Strong client facing skills with a leadership background
• Have strong skills with Oracle E-Business Suite, Fusion Middleware, JDE or Siebel
• Enthusiastic and focused
• Ability to run and lead conference calls with customers
• Create and present to the client the archive document, as the archiving Expert during scoping sessions, with the ability to confidently answer archive related questions from the client technical and financial teams
• Provide a detailed instruction guide to download software patches and media by release and platform for key areas listed above
• Responsible for the improvement, growth and evolution of the archive process, including process documentation, best practices, tracking, and scoping
• Work closely with Archive QA team members and Archive Team lead
• Work closely with Account Managers who work with the client to gather scoping documentation and arrange scope meetings. Track the status of numerous clients in the scoping process and report progress back to the Application Support leadership
• Work closely with the Archiving Services team who perform the approved downloading tasks and use some automated tools for validation
• Validate the archive for overall completeness
• Work closely with the Onboarding, EBS, JDE, Siebel and Technology teams to nominate developer tools clients will need installed to support the production environment now and, in the future
• Primary contact for internal teams and the Client for questions and direction that arise during the onboarding and archiving process
• Review and understand commercial agreements and provide coaching to sales, onboarding and other teams on archive related requirements
• Liaise and work with other product line experts from the above mentioned product lines
• Contribute to the support service which is running 24x7x365, this will require the ability to work flexible hours and monitoring email regularly outside standard business hours
• Communicate effectively across various organizations within Rimini Street (e.g., sales, client on-boarding, development & QA, support, etc.)
• Be committed to excellence and high quality standards
• (Other job related duties and responsibilities may be assigned from time to time.)

Requirements:

• 5+ years relevant experience with technical experience working with Oracle products (Oracle E-Business Suite (EBS), Oracle Middleware, Oracle Database), with knowledge of maintenance/patching mechanics for ERP architecture including Database and Middleware (Internet Application Server, WebLogic Server, Fusion Middleware)
• Excellent interpersonal, presentation and communication skills
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
• Good knowledge of Oracle products
• Good knowledge of Oracle development tools and deployment methodologies
• Good verbal and good written English communication skills
• Attention to detail and the ability to learn quickly
• Extreme focus on Client satisfaction
• Ability to work calmly and professionally in high pressure situations
• The ability to work remotely from a home-based office in a virtual environment
• Bachelor Degree in Computer Science or related field or equivalent experience
• Understanding installation and/or usage of common developer tools, such as Developer Suite, Business Intelligence, or JDeveloper would be an advantage
• Experience with other products such as JDE, Siebel, Microsoft SQL, IBM DB2, VMware or SAP Sybase is a plus
• Additional languages such as Russian, Korean, Chinese, Japanese added advantage
• A consulting background, while not mandatory, would be useful
• Project management related skills are highly desired
• Experience supporting a major Oracle ERP like Siebel, JD Edwards, eBusiness Suite, or Fusion Middleware Components, OBIEE & Application Integration Architecture (AIA), while not mandatory, would be useful