Siebel CRM Technical Support Engineer

About the role
We are seeking a highly skilled Siebel CRM Technical Support Engineer with strong functional analyst capabilities to support and optimize Oracle Siebel CRM 24.x environments. You will own complex incident resolution performance troubleshooting environment administration and integrationswhile also contributing to analysis functional design and integration testing with Oracle SaaS/PaaS solutions (particularly OIC ORC and ERP Cloud). You will collaborate closely with business and technical stakeholders to ensure requirement traceability solution quality and alignment with client processes.

Required qualifications

• 5 years working with Oracle Siebel CRM including production support and administration for 22.x24.x; strong command of Open UI and Workspace.
• Strong understanding of Siebel Data Model Business Components Applets Views Workflows EAI/EIM and integration objects; proven experience with EIM data load strategies and error handling.
• Hands-on experience integrating Siebel with external systemspreferably via Oracle Integration Cloud (OIC) and/or SOAP/REST web services including security (OAuth 2.0/OpenID Connect SSL/TLS certificates).
• Ability to read and evaluate SQL query execution plans generated by Siebel; solid knowledge of how SQL database engines work (e.g. Oracle Database).
• Deep Siebel SysAdmin knowledge; understands how Siebel works under the hood (components tasks sessions parameters server events Gateway/SMS/SCM).
• Proficiency with Unix/Linux tools and shell utilities (head tail grep sed awk find etc.); comfort with log analysis and scripted troubleshooting.
• General knowledge of operating systems networking (DNS load balancing firewalls proxies) and web technologies relevant to Siebel Open UI.
• Excellent analytical documentation and communication skills with both business and technical stakeholders; able to drive requirement traceability and structured testing.
• English: intermediate to advanced (able to read technical documentation and participate in meetings).

Preferred qualifications

• Experience with Oracle SaaS/PaaS integrations at scale (OIC patterns mapping orchestration error handling and monitoring).
• Familiarity with Oracle ERP Cloud and/or HCM Cloud (basic process and data flow understanding).
• Background in banking or financial services projects.
• Experience with performance engineering (AWR/ASH SQL tuning) monitoring/observability (e.g. OEM Prometheus/Grafana Splunk/ELK) and capacity planning.
• Knowledge of Siebel 24.x capabilities such as IRM-driven updates Repository/Workspace lifecycle zero-downtime techniques RESTful services and Siebel Management Console automation.
• Exposure to containerization cloud infrastructure or DevOps practices (CI/CD Infrastructure as Code) is a plus.
• ITIL Foundation certification or equivalent operational framework experience.

Core soft skills

• Customer-centric mindset with a calm methodical approach under pressure.
• Strong problem-solving and root-cause analysis; able to decompose complex issues across app DB and network layers.
• Ownership and accountability for incidents changes and deliverables; proactive risk identification.
• Collaborative communicator who can bridge business requirements and technical implementation.
• Organized detail-oriented and diligent with documentation and change control.

Education

• Bachelors degree in Computer Science Information Systems Engineering or equivalent experience.

What youll work with

• Oracle Siebel CRM 24.x (Open UI Workspaces EAI/EIM REST/SOAP)
• Oracle Database and SQL tuning tools
• Oracle Integration Cloud (OIC) Oracle Recruiting Cloud (ORC) Oracle ERP Cloud
• Unix/Linux shell scripting and standard tooling
• Enterprise monitoring logging and ticketing platforms (ITIL-aligned)

Notes

• This role may require periodic off-hours work for incidents releases and maintenance windows.
• Candidates should be familiar with enterprise security privacy and compliance best practices in regulated environments.

Key responsibilities

• Provide Level 2/3 technical support for Siebel CRM 24.x (Open UI) across production and non-production environments ensuring timely incident resolution and root-cause analysis.
• Administer and optimize Siebel components: Siebel Management Console Application/Object Managers SRF-less/Workspace-based deployments EAI EIM Workflow Assignment Manager and REST/SOAP services.
• Monitor analyze and tune performance end-to-end (application SQL integration layers); read and evaluate Siebel-generated SQL execution plans and optimize queries and indexes where appropriate.
• Perform environment management and SysAdmin tasks: configuration patching upgrades IRM/ACR deployment repository and Workspace management logging and capacity planning.
• Support integrations with Oracle Integration Cloud (OIC) Oracle Recruiting Cloud (ORC) and Oracle ERP Cloud; ensure robust secure interfaces via REST/SOAP JMS file-based and event-driven patterns.
• Execute and/or support functional analysis requirement traceability functional design and integration testing; maintain high-quality documentation (solution designs runbooks test plans release notes).
• Collaborate with network database middleware and security teams to ensure resilience compliance and adherence to enterprise standards.
• Contribute to CI/CD and automation for Siebel deployments and configuration where applicable.
• Participate in on-call rotations and incident/problem management processes (ITIL).

Career Level - IC4