Senior Technical Analyst

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.

Career Level - IC3

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. 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.

 

Applied Technologies - knowledge of and experience in one or more of the following:

 

• Familiar with DevSecOps Model
• Service Oriented Architecture (SOA)
• WebLogic Server(WLS) and/or Enterprise Manager (EM)
• Performance & Scalability
• ERP or Enterprise Middle Tier System Administration Experience
• Experience working with SSL, SOAP, Web Services, REST API, Certificates and Integrations with other products
• Strong knowledge of Load Balancer, Proxy, Firewall, Email infrastructure, Networking and OCI.
• Oracle Identity & Access Manager, Fusion HCM, ERP, SCM, CRM Knowledge would be an added advantage.
• Experience in troubleshooting and analyzing Fiddler/Browser trace, Log files, Thread dumps etc.
• Experience with enterprise monitoring and management tools such as Oracle Enterprise Manager will be preferable

Foundational Technologies - knowledge of and experience in multiple of the following:
o    Operating System: Unix/Windows
o    Web services
o    Java /Java EE
o    XML
o   Experience with Oracle Database, SQL and PL/SQL

Analytical Skills:
o    Ready to perform in an ever changing environment with a can-do attitude
o    Must have well-developed troubleshooting skills and preferably a support background
o    Ability to analyze details, log/trace files, work with incomplete or ambiguous data to fix issues
o    Ability to test/replicate the issue in labs and provide adequate support to customers

Top 3 skills in the ideal candidate:
1.    Troubleshooting experience (Detail Oriented Mindset)
2.    Java experience (SOA connections / web services / web applications)
3.    Systems Administration experience (Middleware, UNIX or ERP)
 
The job may require the flexibility to work beyond standard business hours, to include weekends and holidays, as required.  Base shift hours may change over time.

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:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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 subsequen