Sr. Support Engineer, Hyperion

Rimini Street   •  

Dallas, TX

Industry: Software


11 - 15 years

Posted 397 days ago

Job Description

Rimini Street, Inc., the world’s leading independent provider of support for enterprise application software, seeks a Sr. Support Engineer, Hyperion. This position may be based remotely any where in the US.


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, Hyperion is to provide exceptional remote-based support for applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting for our global clients.  The role of the Sr. Support Techno Functional 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 Hyperion 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 Hyperion Components
    • Support client customizations, sharing implementation and best practices advice
    • Ability to read Hyperion Deployment, Registry, and Validation reports to resolve technical issues around configurations, database connections, Weblogic, web servers (IIS vs OHS), data directories used by EPM system products, etc.
    • Proficient in implementing Infrastructure Performance Tuning Guide across EPM and Hyperion Product Suite (i.e. Weblogic, HFM, Planning, Essbase)
    • 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
    • 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
    • Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
    • 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


Minimal Qualifications



  • BachelorDegree in Computer Science or related field or equivalent experience



  • Remote in United States



  • 10+ years relevant Hyperion Systems experience in areas such as (Hyperion Planning, Essbase, Essbase Studio, Hyperion Financial Reports, Data Relationship Management (DRM) and Financial Data Quality Management Enterprise Edition (FDMEE)
  • 3+ years direct support of application end-users in a corporate environment
  • Knowledge of Oracle maintenance/patching mechanics and Hyperion / Essbase architecture
  • Demonstrable history solving complex problems across multiple modules
  • Hands on development experience with planning applications, web forms, task lists, MaxL scripts, calc scripts, calc manager rules, loading dimensions and data, security configuration and automation scripts
  • Demonstrated experience with SOX compliance preferred
  • Expertise in performance tuning across the entire stack


  • 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 Hyperion customization/extension methodologies
  • 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
  • Ability to work remotely from a home based office in a virtual environment

Desired Qualifications

  • Experience with administration, installation and/or debug of Essbase especially in high volume environments with complex data sets
  • A consulting background, while not mandatory, would be useful
  • Functional or technical knowledge of other ERP modules in EBS or SAP; Financials, CRM, HR, Manufacturing/Supply Chain would be ideal
  • Experience with localizations and global implementations would be an advantage

Job ID 2017-3481