Technical Analyst 3 - support

Oracle 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 technical questions regarding the use of and troubleshooting for hardware services via phone and electronic means, as well as, non-technical customer inquiries. As 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. The RHS Technical Support Senior Engineer is responsible for providing remote support for Oracle's hardware products including x86, Network, Engineered Systems and Cloud. Competencies for this role specific to x86/Engineered Systems/OCI and include solid analytical skills with x86 HW and SW, including Microsoft Windows and/or Linux/Solaris/Unix, understanding and troubleshooting experience. The role requires excellent problem-solving skills, with a strong bias for quality and engineering excellence. The ability to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints. Handling issues with utmost professionalism without compromising customers' satisfaction.

Job Duties include:

• Provide exceptional customer service and technical assistance to internal and external customers.
• Resolve issues in a timely and accurate manner to help the team meet expected metrics and SLAs.
• Assist in helping customers with their environments to get or stay connected to Oracle through the Automatic Service Request workflow. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms.
• Assess ticket priority and escalate as necessary through proper channels to resolve issues promptly. You should communicate customer needs and wishes to the leadership team.
• Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
• Monitor release notes to understand new or updated services and products. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management.
• In this position, you will routinely act independently while researching and developing solutions to customer issues.
• Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members and members of the Sales, Engineering, and Operations teams.
• Participate in weekend shift, for coverage as needed.

Skills and experience:

• Minimum of six years experience in hardware technology-related field or discipline
• Experience with customer success strategies, technical support/helpdesk, and/or sales engineering roles.
• Should be able to work a schedule that includes Saturdays and/or Sundays, as needed.
• Should have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA
• 3+ years' experience troubleshooting hardware technical issues in a post-sales environment.

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 $24.95 to $60.63 per hour; from: $51,900 to $126,100 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. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 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 - IC3

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