Oracle Sustaining Engineering - Cruise Ship Industry (REMOTE) in Marlborough, Massachusetts
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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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)
This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.
Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.
Sustaining Engineering - Cruise Ship Industry (REMOTE)
As a member of the software sustaining engineering division, He /She will apply primarily to intermediate knowledge of software architecture to perform software development Fidelio Cruise Ship SPMS and FMS tasks associated with developing, debugging, or designing software applications or operating systems according to provided design specifications.
Access to the highest technical resources available for problem resolution.
Able to simulate customers' issues and define root causes, using product designs, code, or specifications.
Focus on what happens after the software is released, i.e., support, bug fixing, enhancements.
While part of the duties as the Highest level of customers, supper also, playing a Sustaining engineering role, should look at the overall defect trends to help identify areas needing to redevelop.
The focus should be not just to fix bugs and Tier 3 support as they come in but also to be the conduit back into engineering to mitigate needless customer calls.
Implementing hot-fixes for released products and handling customer service issues that the tech-support guys can't resolve independently.
Build enhancements within an existing software architecture and occasionally suggest improvements to the architecture.
Provide internal and external (customer) support for questions and escalations of complex technical issues and code defects.
Ability to quickly and efficiently detect software code changes that negatively impact our product.
Serve as an intermediate between level 1/2 support and development team, reviewing software codes to identify the source of defects and providing root cause analysis.
Acquire and share technical skills and knowledge with colleagues.
Interact frequently between the consultant team and the developments team and providing constructive feedback about the bug tickets updates and escalation priority.
Retrofitting PCI DSS and security patches.
*Education and experience background: *
BS in Computer Science, IT, Software Engineering or equivalent.
Must have hospitality operation background preferred in the Cruise ship industry.
Minimum 5 years of proven working experience in hospitality software engineering or support experience.
The ideal candidate will possess the following skills.
Familiar with Oracle WebLogic
Good understanding of RDBMS.
Knowledge of the .NET language Visual Basic .NET
Experience in Fidelio cruises ship software models SPMS/ FMS.
Crystal reports experience.
Experience with MS SQL and/ or Oracle.
Self-motivated, detail-oriented, and organized.
Strong verbal and written communication, good listening, and Interpersonal skills.
Able to work independently and efficiently.
Excellent troubleshooting and pay attention to detail.
To perform this job successfully, an individual must have a fundamental knowledge of various PC MS Windows clients, Windows Active Directory, LAN/ WAN requirements, and PCI DSS.
/At Oracle, we don’t just value differences—we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion./
Title: Sustaining Engineering - Cruise Ship Industry (REMOTE)
Requisition ID: 21000052
Other Locations: United States
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