Principal Support Engineer, Oracle Technology

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,300 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook, and LinkedIn. (IR-RMNI).

Position Summary

The role of the Principal Support Engineer, Oracle Technology is to provide exceptional support for mission-critical Oracle EBS technology products, as well as related technologies and configurations as part of our global customer support team, working close to the clients, assisting pre-sales and performing as an experienced PSE.

Essential Duties & Responsibilities

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of 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 SAP modules
• Assisting Pre-Sales with specialist product knowledge
• 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
• Assisting the Regional Manager with client escalation
• Manage one or more key assigned accounts as a technical/functional advisor
• Performing as a PSE for large volume, high value and/or large enterprise client relationships
• 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, train and mentor 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
• Travel up to 10% on-site to client locations

Experience

• 12+ years relevant experience particularly with
• 5+ years direct support of application end-users in a corporate environment
• Mentoring and training knowledge and experience
• A track record of successful roles in 5 or more implementation or upgrade projects
• Demonstrable history solving complex problems across multiple modules

Skills

• Deep working knowledge and understanding of supporting business processes
• Analytical, logical problem resolution skills
• Knowledge of localization's: architecture, implementation, and key functionality
• Expertise with R/3, ECC, including full life-cycle implementation experience, configuration, and administration of the application
• Knowledge of maintenance/patching mechanics and architecture
• 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 SAP customization/extension methodologies
• Excellent development skills using SAP toolset.
• Excellent interpersonal, presentation and communication skills – verbal & written.
• Excellent Client facing and relationship building skills
• Attention to detail, the ability to learn quickly and share knowledge
• Extreme focus on Client satisfaction
• Ability to work with the Regional Manager and assist in bringing clients out of escalation
• Demonstrated ability to work independently and as part of a team
• 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 modules across releases (4.x & ECC) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology

Education

• Bachelor’s degree in relevant stream.

Location

• Brazil, remote

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs:

• Company
  • We dream big and innovate boldly. 
• Colleagues
  • We work with extraordinary people who create a culture of mutual respect and collaboration.
• Clients
  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service.

• Community
  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 350 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 
• Over 5,300 signed clients, including over 180 of the Fortune 500 and Global 100 companies.
• Over 2,000 team members in 23 countries

US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/. 

Rimini Street is committed to creating a diverse and inclusive 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, protected veteran status, or any other characteristic protected by law. 

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

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.