Company Overview

Oracle Corporation is a global leader in enterprise cloud computing, delivering innovative software, services, and hardware solutions that power thousands of organizations worldwide. With a commitment to innovation and customer success, Oracle helps businesses transform and thrive in the digital age. Join us in the Philippines to be part of a dynamic team driving cutting-edge technology forward.

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 acting as a key advocate for customer needs. Your role involves resolving non-technical inquiries and technical troubleshooting via phone and electronic channels, with a focus on Oracle's Electronic Support Services. You will serve as a primary point of contact, facilitating customer relationships and providing expert guidance to internal teams on escalated issues and diverse customer situations.

Key Responsibilities

• Resolve post-sales non-technical customer inquiries efficiently via phone, email, and web-based electronic means
• Troubleshoot and answer technical questions related to the use of Oracle's Electronic Support Services
• Serve as the primary point of contact for assigned customers, building strong relationships and ensuring high satisfaction
• Facilitate collaboration between customers and Oracle Support teams to address complex issues
• Provide advice and assistance to internal Oracle employees on diverse customer situations and escalated escalations
• Analyze customer feedback and usage patterns to recommend improvements in support processes
• Maintain accurate records of customer interactions, resolutions, and follow-ups in Oracle's support systems
• Identify recurring issues and contribute to knowledge base articles for proactive customer support
• Participate in on-call rotations to ensure 24/7 coverage for critical customer needs
• Mentor junior analysts and contribute to team training on best practices and tools

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 5+ years of experience in technical customer support or IT service desk roles
• Strong knowledge of Oracle products, cloud services, or enterprise software troubleshooting
• Proven ability to handle phone and electronic customer interactions with professionalism
• Excellent problem-solving skills and experience with technical diagnostics and resolution
• Proficiency in English (verbal and written) for global customer communication
• Familiarity with support ticketing systems and CRM tools
• Ability to work in a fast-paced environment with shifting priorities

Preferred Qualifications

• Oracle certification (e.g., Oracle Cloud, MySQL, or Support-related credentials)
• Experience with Electronic Support Services or similar self-service platforms
• Advanced troubleshooting skills in Java, SQL, or cloud infrastructure
• Knowledge of ITIL framework or customer support methodologies
• Prior experience mentoring teams or handling escalations in a senior capacity

What We Offer

• Competitive salary and performance-based incentives
• Comprehensive health insurance coverage for employees and dependents
• Generous paid time off, including vacation, sick leave, and public holidays
• Professional development opportunities with Oracle University training and certifications
• Flexible work arrangements and hybrid options in the Philippines
• Employee stock purchase plan and retirement savings benefits

About the Team

The Support organization at Oracle is a global, customer-focused team dedicated to empowering clients with reliable solutions and expertise. In the Philippines hub, our collaborative group of analysts works closely with international counterparts to deliver 24/7 support. Join a supportive environment that values innovation, teamwork, and continuous learning.