Technical Analyst 4 - support

Senior Technical Support Engineer

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

We are seeking a seasoned technical expert to join our team as a Senior Technical Support Engineer, taking on a principal role within our organization. This position requires a minimum of 5 years of experience in a Technical Analyst or Support role. The ideal candidate will possess extensive knowledge of various software features and the ability to handle complex case types with expertise. They will play a crucial role in guiding the team and influencing both organizational and technological strategies.

Responsibilities as a Principal Support Engineer include:

• Offering strategic technical support to assure the highest level of customer satisfaction.
• Creating/utilizing automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues.
• Being an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues.
• Providing high-level guidance and recommendations, contributing to strategy, policy, and mission-critical decisions.
• Leading and managing projects with moderate to high complexity, ensuring broad impact.
• Demonstrating exceptional problem-solving skills to tackle intricate technical issues.
• Serving as a subject matter expert, offering solutions and best practices.
• Acting as an ambassador for Customer Support, ensuring excellent customer satisfaction.
• Handling Tier 1 and Tier 2 support for OCI customers, managing and resolving open tickets efficiently.
• Managing challenging customer scenarios, ensuring timely resolutions and exceeding customer expectations.
• Troubleshooting and escalating technical issues promptly, demonstrating quick decision-making.
• Creating technical documentation and knowledge articles to share solutions and best practices.
• Setting industry standards for Support quality and driving continuous improvement.

This role demands a self-starter who can work independently and adapt to dynamic problem-solving. We are looking for a leader who will drive our team towards success and elevate the customer support experience.

Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only: US: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. Career Level - IC4

About Us: As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.