Company Overview

Oracle Corporation is a global leader in enterprise cloud computing, delivering cutting-edge database software, middleware, applications, and cloud services to organizations worldwide. With a commitment to innovation, Oracle empowers businesses to transform their operations through reliable, scalable technology solutions. Our Philippines team plays a vital role in supporting customers across the Asia-Pacific region.

Position Overview

As a Senior Technical Analyst in Oracle's Support organization, you will deliver exceptional post-sales support and solutions to our global customer base while advocating for customer needs. Your role involves resolving non-technical inquiries and technical troubleshooting via phone and electronic channels, particularly for Oracle's Electronic Support Services. Serving as a primary point of contact, you will facilitate customer relationships, provide guidance to internal teams, and handle escalated issues with expertise and efficiency.

Key Responsibilities

• Resolve post-sales non-technical customer inquiries through phone, email, and electronic support channels with high accuracy and speed.
• Troubleshoot technical issues related to Oracle Electronic Support Services, including usage, configuration, and performance problems.
• Serve as the primary point of contact for assigned customers, building strong relationships and ensuring satisfaction.
• Advocate for customer needs within Oracle, escalating issues and collaborating with engineering and product teams as required.
• Provide expert advice and assistance to internal Oracle employees on diverse customer situations and complex escalations.
• Analyze support trends and customer feedback to recommend process improvements and service enhancements.
• Maintain detailed records of customer interactions, resolutions, and follow-ups in Oracle's support systems.
• Deliver proactive support by monitoring customer environments and identifying potential issues before they escalate.
• Develop and update knowledge base articles, troubleshooting guides, and training materials for support teams.
• Participate in on-call rotations to ensure 24/7 coverage for critical customer issues.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, customer service, or IT operations within a software or SaaS environment.
• Strong knowledge of Oracle products, cloud services, or enterprise software troubleshooting.
• Proven ability to handle technical and non-technical customer inquiries via phone and electronic means.
• Excellent problem-solving skills with experience in root cause analysis and issue resolution.
• Outstanding verbal and written communication skills in English, with experience in customer-facing roles.
• Proficiency in support tools such as CRM systems, ticketing platforms, and remote diagnostics software.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Preferred Qualifications

• Advanced certifications in Oracle Cloud, Java, or database technologies (e.g., Oracle Certified Professional).
• Experience with Electronic Support Services or similar self-service support platforms.
• 2+ years in a senior support analyst or team lead role, including mentoring junior staff.
• Familiarity with ITIL framework or other support methodologies.
• Bilingual proficiency in English and Tagalog or another regional language.

What We Offer

• Competitive salary and performance-based bonuses reflective of Oracle's market leadership.
• Comprehensive health insurance coverage including medical, dental, and vision benefits.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Flexible work arrangements with hybrid options and support for work-life balance.
• Professional development opportunities through Oracle University training and certifications.
• Employee stock purchase plan and retirement savings matching contributions.

About the Team

The Oracle Support team in the Philippines is a dynamic group of technical experts dedicated to delivering world-class customer experiences across the Asia-Pacific region. We foster a collaborative culture emphasizing continuous learning, innovation, and customer success. Join us to work with diverse global customers and grow your career in a supportive, high-impact environment.