Oracle - Springfield, IL
posted 3 months ago
As a member of the Support organization at Oracle, the Database Technical Analyst 4-Support plays a crucial role in delivering post-sales support and solutions to the Oracle customer base. This position serves as an advocate for customer needs, focusing on resolving post-sales non-technical inquiries via phone and electronic means, as well as addressing technical inquiries related to the use of and troubleshooting for Oracle's Electronic Support Services. The individual in this role acts as a primary point of contact for customers, facilitating relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. In the capacity of a Principal Support Engineer, the analyst is expected to offer strategic technical support to ensure the highest level of customer satisfaction. A significant aspect of this role involves creating and utilizing automated technology and instrumentation to diagnose, document, and resolve or avoid customer issues. The analyst is recognized as an expert member of the technical problem-solving and problem-avoidance team, frequently sought after to address extremely complex and critical customer issues. Services may often be provided through on-site customer visits, emphasizing the need for strong interpersonal skills and technical expertise. The work is characterized as non-routine and very complex, requiring the application of advanced technical and business skills in the area of specialization. Candidates are expected to have a minimum of 7 years of experience with Core products or 8 years with Applications products, along with a Bachelor's degree in Computer Science, Management Information Systems, Engineering, Math, Physics, or Chemistry with a minimum GPA of 3.0. Alternatively, for Applications, proven professional or technical experience demonstrating an understanding of Applications at both functional and technical levels (preferably Oracle) is acceptable.