Oracle Hiring for Technical Analyst 4-Support at Santa Clara, CA

We are continuing our fast-paced growth, bringing on new customers worldwide daily. Our Enterprise Technical Support team ensures our enterprise customers receive prompt & informative answers that quickly solve any question or issue they have encountered. Often you are assisting the makers of your favorite website and/or smartphone app, a startup just starting to make itself known, and even Fortune 500 companies.

For those who want a challenge, want to dive in deep and learn the technologies our products are built on and love to provide customers with the same experience that you would expect if you were the customer, this is the position for you.

Please note, this position will help support our weekday and weekend coverage; working a schedule that includes Monday through Friday and may include Saturday and Sunday as needed will be part of the position.

Job Duties Include:

• Provide exceptional customer service, technical assistance, and training to internal and external customers
• Assist in helping the customer with their environments to get or stay connected to Oracle through the Automatic Service Request work-flow
• Assess ticket priority, and escalates as necessary through proper channels to resolve issues in a timely manner
• Resolve issues timely and accurately to help the team meet expected metrics and SLAs
• Maintain the highest level of confidentiality and security regarding our customers’ accounts, assigned company equipment, and company systems
• Monitor release notes to obtain an understanding of new or updated services and products
• Participate in night, weekend, and holiday on-call rotation for coverage as needed, sometimes on short notice
• Prepare evaluations of services or processes and recommend improvements
• Develop customer-facing or internal documentation on an as-needed basis
• Communicate customer needs and wishes to the leadership team
• Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members as well as members of the Sales, Engineering, and Operations teams.

Skills and Experience:

• Minimum of five years of experience in a technology-related field or discipline; Experience with customer success strategies, technical support/helpdesk, and/or sales engineering roles.
• Previous experience in network administration is required. Certifications in Network or network administration is highly desirable.
• An expert level of knowledge in Cloud infrastructure and Cloud environments is required
• Oracle HW background is extremely useful and desirable
• Should be able to work a schedule that includes Saturdays and Sundays; should be able to also work a flexible schedule (days, nights, weekends, and/or holidays) as part of a 24/7 on-call team (rotation), as needed. The work schedule includes overtime hours as necessary.
• Comfortable communicating solutions to customers across a wide variety of skill-sets
• Able to work autonomously and collaboratively as appropriate
• Tenacious with a passion for learning new and unfamiliar concepts
• Comfortable working with customers in person, by phone, and via email
• BS in Computer Science or related experience
• Cultural fit is important. You should embody our core values of trust, passion, performance, and respect.

Desired Skills:

• Ability to effectively communicate through spoken and written communication
• Strong organizational and leadership skills
• 5+ years experience troubleshooting technical issues in a post-sales and/or production environment
• Demonstrated experience in Cloud infrastructure/environment
• Strong network or network administration background or certification
• Strong Oracle Hardware for Engineered Systems and other Oracle Hardware support experience
• Experience with Oracles Automatic Service Request (ASR) process and technology is a plus

Job Duties include

• Provide exceptional customer service, technical assistance, and training to internal and external customers
• Assist in helping the customer with their environments to get or stay connected to Oracle through the Automatic Service Request work-flow
• Assess ticket priority, and escalates as necessary through proper channels to resolve issues in a timely manner
• Resolve issues timely and accurately to help the team meet expected metrics and SLAs
• Maintain the highest level of confidentiality and security regarding our customers’ accounts, assigned company equipment, and company systems
• Monitor release notes to obtain an understanding of new or updated services and products
• Participate in night, weekend, and holiday on-call rotation for coverage as needed, sometimes on short notice
• Prepare evaluations of services or processes and recommend improvements
• Develop customer-facing or internal documentation on an as-needed basis
• Communicate customer needs and wishes to the leadership team
• Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members as well as members of the Sales, Engineering, and Operations teams.