Oracle Customer Success Services (CSS) is an organization of 10,000+ employees that supports over 6,000 companies around the world. We are uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology.
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.
This is a dedicated Senior Technical Lead role for a customer who as per contract needs to provide specific services and perform listed duties to support an on-going implementation project.
Career Level - IC5
▪ Coordinate and provide technical input on Customer’s project plan (e.g., Periodic Maintenance Plan (PMP), configuration reviews, and CPU patching).
▪ Provide guidance to Customer on Production Assessment checklists.
▪ Provide technical support in an effort to achieve month-end closes.
▪ Recommend best practices for database capacity management (e.g., space utilization, database layout, mapping of Oracle physical files, and defragmenting free space).
▪ Assist Customer with investigation and resolution of issues that arise during Production Go-Live and Post-Production Go-Live stabilization.
▪ Act as a technical liaison within Oracle for Severity Level 1 Service Requests.
▪ Recommend configuration Changes to the Technology Stack.
▪ Apply Changes to Third Party Software in accordance with step-by-step instructions provided by Customer.
▪ Proactively monitor system performance, as appropriate.
▪ Provide input on Customer’s capacity planning. Such input may include the following:
▪ Assessment of the potential impact of an increase in End Users
▪ Peak system periods, and Customer’s Concurrent Manager utilization
Key Experience:
Location: Requires ability to work Eastern time zone hours.
#LI-RR2
#LI-Remote
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
Canada: Hiring Range from $76,700 to $167,000 CAD per annum
US: Hiring Range: from $45.53 to $95.91 per hour; from $94,700 to $199,500 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.
This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.
For applicants located in the Province of Quebec, a basic proficiency of the French language is required.