Position Summary

The role of the Sr. Support Engineer, Oracle Integrated SOA Gateway is to provide exceptional remote-based support for mission-critical EBS applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple EBS modules for our global clients who use both r11i and R12 environments.  The role of the Sr. Support Engineer requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.

Essential Duties & Responsibilities  

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of EBS applications functionality and technology
• Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
• Provide remote-based Techno-functional support for multiple EBS modules
• Support client customizations, sharing implementation and best practices advice
• Able to Troubleshoot and debug EBS code
• Develop application break fixes for critical product defects
• Create scripts to identify, analyze and correct data issues
• Manage one or more key assigned accounts as a technical/functional advisor
• Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
• Collaborate with team members in a virtual team environment to extend field experience to different client situations
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience

Experience  

• 10+ years relevant Oracle EBS experience
• 5+ years direct support of application end-users in a Corporate environment
• Strong experience with Oracle SOA Platform with proven experience architecting, designing, implementing enterprise services, and platform operations.
• Strong experience in Oracle SOA Suite 12c & Oracle Service Bus.
• Expert with API technology including (REST, JSON, XML, Web Security, API Management, Public/Private APIs).  Experience with deploying a process using any of these options: JDeveloper, EMC(Enterprise Manager Console), WebLogic Scripting.
• Proven knowledge and experience developing Oracle MFT processes and end-to-end flows
• Experience securing and managing APIs via Oracle API Gateway (Gen2 & Gen 3 Oracle Cloud)
• Experience with the entire API development lifecycle from design & build to governance & management
• Experience with DevOps and CI/CD concepts
• Candidate should be good in SQL, PL/SQL
• Expertise with Oracle EBS 11i & R12, including full life-cycle implementation experience, configuration and administration of the application
• Demonstrable history solving complex problems across multiple modules 

Skills

• Superb trouble-shooting skills and tenacity in problem solving
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
• Strong knowledge of key application functionality, tables and relationships
• Deep knowledge of Oracle EBS customization/extension methodologies
• Excellent development skills using Oracle EBS toolset
• Excellent interpersonal, presentation and communication skills – verbal & written
• 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

Desired Qualifications 

• The best candidates will have extensive knowledge of multiple EBS modules across releases (11i & R12) including proficiency with EBS product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
• A consulting background, while not mandatory, would be useful
• Experience with localizations and global implementations would be an advantage
• Other technical skills such as Oracle Forms, Reports, Workflow, etc would be useful