Sr. Support Engineer, Oracle CRM & Trade Management
Stockholm, AB

Job Description

Job Description

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software support products and services, and the leading third-party support provider for Oracle and SAP software products. The Company was founded to disrupt and redefine the enterprise software support market by developing innovative new products and services, providing ultra-responsive service and delivering outstanding value to clients.

We actively seek a Senior Support Engineer - Oracle CRM and Trade Management. This position is remote based in either Germany, France, Sweden or United Kingdom.

Rimini Street views all of our employees as partners, and is committed to providing an exciting, participatory and team oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work hard, play hard corporate environment.

Position Summary

The role of the Senior Support Engineer is to provide exceptional remote-based support for mission-critical Oracle Applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple Oracle Application modules for our global clients who use both r11i and R12 environments. The role of the Senior 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 functional support & training for multiple EBS modules
* Support client customizations, sharing implementation and best practices advice
* 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

Additional Duties & Responsibilities

* Other job related duties and responsibilities may be assigned from time to time

Qualifications/Skills/Experience

Location

* Remote based in Germany, France, Sweden or United Kingdom
* EU or UK Citizenship Required

Education

* Bachelor Degree in Computer Science or related field or equivalent experience

Experience

* 10+ years relevant Oracle EBS CRM and Trade Management experience
* 5+ years direct support of application end-users in a Corporate environment
* Technical and Functional expertise with solid understanding of underlying data flow, tables and functionality in Oracle Trade Management (formerly Channel Revenue Management)
* Technical and Functional expertise with solid understanding of underlying data flow, tables and functionality in the some of the following: CRM Modules - Service Area: Service Contracts, Install Base, Depot Repair, TeleService, Field Service, CMRO, Spares Management, Advance Scheduler, iSupport. Field Service. CRM Modules - Sales & Marketing Area: TeleSales, Quoting, Partner Management, Incentive Compensation, Field Sales, Marketing, i-Store, TeleSales
* Expertise with Oracle EBS 11i & R12, including full life-cycle implementation experience, configuration and administration of the application
* Knowledge of Oracle maintenance/patching mechanics and EBS architecture
* Demonstrable history solving complex problems across multiple modules
* Solid experience with SQL - writing queries and data fixes

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
* Development skills using Oracle EBS toolset , while not mandatory, would be useful
* Experience with Oracle Financials, while not mandatory, would be highly valued
* Experience with localizations and global implementations would be an advantage
* A second language (preferably French or German), while not mandatory, would be highly desirable

Company Description

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, and the leading third-party support provider for Oracle and SAP software products. The Company has redefined enterprise software support services since 2005 with an innovative, award-winning program that enables licensees of IBM, Microsoft, Oracle, Salesforce, SAP and other enterprise software vendors to save up to 90 percent on total maintenance costs. Clients can remain on their current software release without any required upgrades for a minimum of 15 years. Over 1,700 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries currently rely on Rimini Street as their trusted, third-party support provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs, and to date, the company has saved organizations over $3 billion in maintenance costs.

Be Treated Like the Best

* Rimini Street hires only the best - and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience
* No bureaucracy, thousand-page rule books or politics - just everyone working together to build a great company through service excellence and client success
* Work hard, play hard environment - Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events
* We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the Rimini Street Foundation
* All Rimini Street professionals are encouraged to grow and learn new skills

Accelerating Company Growth

* Trading on Nasdaq: RMNI since October 2017
* Added to the US Russell 2000® Index in 2018
* Over 1,700 active clients, including 98 of the Fortune 500 and Global 100
* 2018 Q3 revenue results of $62.6 million, a quarterly increase of 17% year over year
* Supports client operations in 119 countries

Recent Industry Recognition

* Received 33 awards in total in 2018, including 23 awards for excellence in customer service from the International Stevie Awards, the American Stevie Awards, and the Stevie Awards for Sales & Customer Service
* Honored with three Company of the Year awards in 2018, including two gold Stevie awards
* Made the 2018 list for Bay Area Top Places to Work
* The Rimini Street Foundation recognized with a Golden Bridge award in 2018 for Corporate Social Responsibility Program of the Year

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com

Rimini Street is committed to creating a diverse environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.