Rimini Street, Inc Sr. Support Engineer, EBS Retail in Remote, United States

Rimini Street, Inc., the world’s leading independent provider of support for enterprise application software, seeks a Sr. Support Engineer, EBS Oracle Retail. This is a remote position that can be based, ideally, anywhere in the East Region of the United States. Our company is currently privately held with plans to become a public company.

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 Sr. Support Engineer, EBS Retail is to provide exceptional remote-based support for mission-critical Oracle Retail applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple EBS modules for our global clients who use Retek or Oracle Retail 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 Oracle Retail 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 Oracle Retail 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.

Minimal Qualifications

U.S Citizenship is Required


  • Bachelor Degree in Computer Science or related field or equivalent experience.


  • 10+ years relevant Oracle Retail Modules experience

  • 5+ years direct support of application end-users in a Corporate environment Technical and Functional Expertise with solid understanding of underlying data flow and functionality in Retail Merchandising System (RMS), Retail Price Management (RPM) and Retail Sales Audit (OReSA)

  • Expertise with Oracle Retail or Retek, including full life-cycle implementation experience, configuration and administration of the application.

  • Knowledge of Oracle maintenance/patching mechanics and Retail architecture

  • Demonstrable history solving complex problems across multiple modules


  • 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 Retail customization/extension methodologies.

  • Excellent development skills using Oracle Retail 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 Retail modules across releases (v10, v12, v13) including proficiency with Retail 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

  • Experience with other ERP platforms, while not mandatory, would be highly valued

  • Experience with localizations and global implementations would be an advantage

Rimini Street is the leading independent provider of enterprise software support services. The company is redefining enterprise support services with an innovative, award-winning program that enables Oracle and SAP licensees to save up to 90 percent on total support costs over a decade, including saving 50 percent on their annual support fees. Clients can remain on their current software release without any required upgrades or migrations for at least 10 years. Hundreds of clients, including global, Fortune 500, midmarket, and public sector organizations from virtually all industries have selected Rimini Street as their trusted, independent support provider.

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.

  • Excellent compensation, bonus and benefits packages.

  • 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. Laughter and smiles welcome here!

  • Professional growth encouraged! All Rimini Street professionals are encouraged to grow and learn new skills.

    Industry Recognition

  • Winner, Bay Area News Group "Top Workplaces" Awarded in 2010, 2013 and 2014.

  • Named to CIO UK’s “20 Companies to Watch in 2012” annual hotlist of tech companies.

  • Winner, Stevie Award for Customer Service Team of the Year, 2012.

  • Winner, 2012 Red Herring Top 100 Americas award.

  • Ranked #1 as Top Small Business in the West, 2012.

  • Winner, Gartner Cool Company Award, 2012.

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.

Job ID: 2016-2632