Director, Oracle DB Technology Support - USA

Rimini Street - Remote3.5

Full-timeEstimated: $150,000 - $190,000 a year
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 Director, Oracle DB Technology Support USA working remotely anywhere in United States.

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

Reporting directly to the VP, Global Technology Support, the Director, Oracle DB Technology Support- (USA) will lead multiple Regional US Technology Support Teams in their effort to provide exceptional remote-based support for mission-critical Technology Products, as part of our global customer support team. This includes, developing team skills, working with clients, creating and retaining high client satisfaction ratings. This hands-on management position has the responsibility for researching, troubleshooting and supporting of multiple Technology products for our global clients including Oracle Database, Sybase Database, SQL Server Database, IBM DB2, Oracle Fusion Middleware, Oracle WebLogic, OBIEE and Hyperion Essbase.

The role of the Director, Technology Support (USA) requires the expertise and skills in leading the diagnosis of serious issues; and deliver solutions for such issues in large and complex, integrated and highly-configured environments. The Technology Support organization is responsible to ensure that our Clients have the most accurate, timely, and complete support available from any vendor in the industry. The right person for this role will be viewed as the “evangelist” and “expert” for the Support Delivery organization both internally and externally, responsible for developing and streamlining the efficient support delivery processes and also should have experience in presenting at industry events and hosting technical workshops.

Essential Duties & Responsibilities

Responsible for the creation, growth, and evolution of a strong, cohesive high performing team to support the Region including monitoring skill requirements, build resource pipeline, guide the sourcing and hiring of the best candidates, utilize industry contacts to attract top talent, etc.
Guide the team to solve complex customer issues using methodical troubleshooting based on expert knowledge of Technology.
Lead the Technology Support Delivery team to achieve all Client and Employee satisfaction targets while supporting and working with the advised financial targets.
Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
Provide in-depth knowledge of the Support delivery process
Collaborate with team members in a virtual team environment to extend field experience to different client situations.
Manage client escalation situations if necessary to allow Engineers to focus on timely resolution
Work with other Regional Leaders to improve processes and procedures to suit local and global requirements
Be a pro-active leader within a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring emails and other form of communications regularly outside standard business hours
Provide expertise, guidance, and participation during the sales cycle to the Sales team to enable them to articulate how and why we deliver the highest quality support in the industry.
Develop and contribute to the reporting and measurement of Performance Management targets.
Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.)
Inspire Engineers to deliver the best quality service to redefine Enterprise Software Support

Additional Duties & Responsibilities

Be a thought leader in the Oracle market. Keep abreast of current trends in the market and be able to articulate how they impact potential clients as well as how they impact the Company
Other job related duties and responsibilities may be assigned from time to time

Bachelor Degree in Computer Science or related field or equivalent experience

Remote, US

Minimal Qualifications

15+ years relevant technical experience supporting and/ or implementing various Oracle Database and Fusion Middleware Technology products
10+ years of Management Experience, leading teams of DBAs, application DBA’s and / or Support Engineers Hiring, mentoring, setting MBOs
Strong Technical Expertise required in multiple Technology Products - Oracle Databases, WebLogic, OBIEE, Fusion Middleware & UNIX Administration
Expertise with real world utilization of the products, including full life-cycle implementation experience, configuration and administration
Experience working with Senior Executive Leadership teams as a trusted advisor
Demonstrable history of solving complex problems

Desired Skills

Superb trouble-shooting skills and tenacity in problem solving with attention to details
Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
Deep knowledge of managing, implementing and supporting large deployment of critical Databases, WebLogic, UNIX, RAC & related products
Ability to articulate and set realistic goals and manage expectations of executive leadership reviewers
Excellent interpersonal, presentation and communication skills – verbal & written
Prior experience with Oracle products development and design.
Extreme focus on Client satisfaction
Demonstrated ability to work independently and as part of a team
Ability to work calmly and professionally in high pressure situations

Additional Desired Qualifications

Ability to think critically and make clear and well-reasoned decisions
Exceptional Leadership skills as well as the ability to build and maintain strong peer relationships, gaining trust and confidence from all levels within the organization
Self-starter who is able to take initiative with process improvement
Experience with global implementations would be an advantage
Well-developed presentation and communication skills; effective working with clients
Open, direct, and informative management style; the ability to develop relations based on trust, confidence and respect
Ability to multi task multiple projects, issues and tasks
Foster a collaborative, and supportive work style
Ability to scale with a rapidly growing business
Experience with performance tuning and high availability architecture would be a plus
Experience with Virtualization, Cloud hosting while not required, would be a plus
Business-level communication in more than one language, while not required, would be a plus
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

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.