• Strong knowledge of Oracle Financials (On Premise release 12) including Projects (billing, revenue, capital), Oracle Time and Labor, Payables, Assets, Receivables, E-Business Tax, Project Contracts, Human Resources and General Ledger modules • Support business community. • Analyzes issues. • Defines and writes requirements for solutions. • Serves as a liaison between business and IT department • Loads data, supports interfaces, configuration, system customizations, patching/upgrades, testing, and training as needed • Write SQL queries against Oracle database. • Understanding of Oracle tables. • Performs special projects and other duties as assigned

• Lead execution of remote installation processes of the IDS solutions across the US and Canada. • Communicate complex technical issues in a customer-friendly manner. • Initiate and support remote connections to customer sites and installation of the different components of IDS. • Work with Project Managers and on-site Field Engineers on site-specific planning unique to each customer’s infrastructure availability and project status. • Ensure close collaboration and communication with the Project Management teams, customers, on-site GEHC field support and GEHC engineering on the status and plans for assigned installations. • Support and execute major / minor upgrades of new releases. • Drive timely resolution of all assigned technical issues within the installed base. • Provide feedback to product and engineering teams to improve the installation process and efficiency on existing product and new product introductions. • Lead and contribute to the problem resolution process (best-available-troubleshooting procedure development and improvement, investigation & resolution/workaround implementation) • Provide feedback on Technical Documentation, including Installation and Service Manuals.

• As a Senior Technical Support Engineer, you will be a subject matter expert who handles our most complex technical challenges and serves as a technical mentor to junior engineers. • You'll lead critical issue resolution, collaborate directly with Engineering teams on product defects, and contribute to the strategic direction of support processes. • Your responsibilities include resolving escalated technical issues, leading customer crisis situations, and developing advanced troubleshooting procedures. • Mentoring Technical Support Engineers and Associates while participating in product development discussions. • You’ll work closely with Support Managers on strategic initiatives and serve as a technical lead for your specialized team.

• Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution. • Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud. • Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary. • Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions. • Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value. • Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods. • Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment. • Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies. • Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality. • Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community. • Mentor team members through collaborative troubleshooting frameworks such as the Swarming model. • Communicate complex technical concepts clearly to both technical and non-technical stakeholders.