Company Overview

Oracle Corporation is a global leader in enterprise cloud applications, infrastructure, and autonomous database technology, empowering businesses worldwide to innovate and operate efficiently. With a commitment to delivering cutting-edge solutions, Oracle serves thousands of customers across diverse industries, including hospitality and food & beverage. Our presence in Morocco supports our expanding operations in the EMEA region, fostering growth and excellence.

Position Overview

As a Technical Support Analyst for Oracle Simphony F&B Applications in Agadir, Morocco, you will provide expert technical support to customers utilizing our industry-leading point-of-sale (POS) and food & beverage management solutions. This role involves troubleshooting complex issues, ensuring system reliability, and delivering exceptional customer experiences within a dynamic support team. Join us to contribute to Oracle's mission of transforming hospitality operations through innovative technology.

Key Responsibilities

• Troubleshoot and resolve technical issues related to Oracle Simphony POS systems and F&B applications for hospitality customers.
• Analyze customer-reported problems, replicate issues in controlled environments, and identify root causes efficiently.
• Provide timely and accurate support via phone, email, chat, and remote sessions to minimize downtime.
• Collaborate with development and product teams to escalate bugs and contribute to product improvements.
• Maintain detailed case records, documentation, and knowledge base articles for internal and customer reference.
• Perform system configurations, updates, and patches for Oracle Simphony deployments in F&B environments.
• Conduct proactive monitoring and health checks on customer systems to prevent service disruptions.
• Deliver training and guidance to customers on best practices for Oracle Simphony F&B applications.
• Participate in on-call rotations to ensure 24/7 support coverage for critical incidents.
• Contribute to team knowledge sharing through regular meetings and technical briefings.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in technical support, IT operations, or customer-facing troubleshooting roles.
• Strong knowledge of Oracle Simphony POS systems or similar F&B/hospitality applications.
• Proficiency in SQL querying, database management, and basic scripting (e.g., SQL, PL/SQL).
• Experience with Windows/Linux operating systems, networking fundamentals, and remote diagnostic tools.
• Excellent problem-solving skills with a customer-centric approach and ability to handle escalations.
• Fluency in English and French (written and spoken); Arabic is a plus.
• Ability to work in a fast-paced environment with flexible hours, including occasional on-call duties.

Preferred Qualifications

• Oracle Simphony certification or hands-on experience with Micros/Oracle Hospitality solutions.
• Familiarity with cloud-based deployments (e.g., Oracle Cloud Infrastructure) and SaaS models.
• Experience in the food & beverage or hospitality industry, understanding POS workflows.
• Knowledge of Java, web services (REST/SOAP), or integration with third-party systems.
• Prior experience using CRM tools like Salesforce or Oracle Service Cloud for case management.

What We Offer

• Competitive salary and performance-based incentives aligned with industry standards.
• Comprehensive health, dental, and vision insurance coverage for employees and dependents.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Professional development opportunities with access to Oracle University training and certifications.
• Modern office in Agadir with collaborative workspaces and wellness programs.
• Employee stock purchase plan and retirement savings matching contributions.

About the Team

The Agadir Support Team is a high-performing group of technical experts dedicated to Oracle Simphony F&B applications, serving EMEA customers in the hospitality sector. We foster a collaborative, inclusive culture with regular team-building activities and knowledge-sharing sessions. Join our passionate team to grow your career while making a real impact on customer success.