Company Overview

Oracle Corporation is a global leader in enterprise cloud computing, delivering innovative software, systems, and services that power modern businesses worldwide. With a comprehensive portfolio including database management, cloud infrastructure, and enterprise applications, Oracle enables organizations to innovate and thrive in a data-driven world. Join us to be part of a dynamic team shaping the future of technology.

Position Overview

As a Technical Analyst 4-Support in Oracle's Support organization, you will deliver exceptional post-sales support and solutions to our valued customer base while advocating for their needs within Oracle. Your role involves deep technical troubleshooting, root cause analysis, and proactive problem resolution across complex Oracle product suites. This position offers the opportunity to work with cutting-edge technologies, collaborate with global teams, and drive customer success in a fast-paced environment.

Key Responsibilities

• Troubleshoot and resolve complex technical issues for Oracle customers across cloud, database, and application products
• Perform root cause analysis on production incidents and develop preventive solutions to enhance system reliability
• Collaborate with engineering, product development, and sales teams to advocate for customer requirements and influence product improvements
• Create and maintain comprehensive knowledge base articles, troubleshooting guides, and support documentation
• Analyze customer environments using diagnostic tools, logs, and traces to identify performance bottlenecks and optimization opportunities
• Deliver proactive support through health checks, patch recommendations, and best practices advisory services
• Mentor junior support analysts and contribute to team knowledge sharing sessions and training programs
• Participate in on-call rotations to ensure 24/7 coverage for critical customer issues
• Reproduce customer issues in lab environments and partner with development for bug fixes and enhancements
• Monitor support metrics and trends to drive process improvements and enhance customer satisfaction

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience
• 7+ years of experience in technical support, systems administration, or software engineering roles
• Strong proficiency in SQL, PL/SQL, and Oracle Database administration including installation, configuration, and performance tuning
• Experience with Java, middleware technologies (e.g., WebLogic, Tomcat), and cloud platforms such as Oracle Cloud Infrastructure (OCI)
• Proven ability to analyze complex technical problems and provide effective solutions under pressure
• Excellent verbal and written communication skills with experience interacting with customers and cross-functional teams
• Ability to work independently and collaboratively in a global, 24x7 support environment
• Familiarity with operating systems (Linux/Unix/Windows) and networking fundamentals

Preferred Qualifications

• Oracle certifications such as OCP, OCA, or Oracle Cloud certifications
• Experience supporting enterprise applications like Oracle E-Business Suite, Fusion Applications, or PeopleSoft
• Knowledge of scripting languages (Python, Perl, Bash) for automation and diagnostics
• Background in customer-facing roles with a track record of achieving high satisfaction scores
• Experience with monitoring tools (e.g., Enterprise Manager, Splunk) and incident management systems (e.g., ServiceNow)

What We Offer

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance plans
• Generous 401(k) matching and retirement savings options
• Flexible time off including vacation, sick leave, and parental leave
• Professional development programs, certifications reimbursement, and tuition assistance
• Employee stock purchase plan and various wellness perks

About the Team

The Oracle Support organization is a global team of technical experts dedicated to ensuring customer success through world-class support services. We foster a collaborative culture where innovation, knowledge sharing, and customer advocacy are at the core. Join a diverse group of professionals who thrive on solving challenging problems and making a tangible impact on Oracle's customers worldwide.