Senior Technical Support Analyst

Job Description

Join our dedicated Support team as a Senior Technical Support Analyst, where your primary focus will be delivering exceptional post-sales support and tailored solutions to our valued Oracle customers. You will advocate for customer needs, addressing both non-technical inquiries and complex technical troubleshooting challenges through phone and electronic communication. As a principal contact for clients, you will build and nurture relationships, providing strategic assistance to both customers and internal Oracle teams for escalated issues.

In this role, you will ensure the highest level of customer satisfaction by leveraging innovative automated technologies and instrumentation to diagnose, document, and resolve customer issues proactively. You are expected to be the go-to expert on our technical problem-solving team, often stepping in to address the most intricate and critical customer concerns. This position may require frequent on-site visits to customer locations to deliver exceptional service.

Responsibilities

As a Senior Technical Support Analyst, your main goal is to offer strategic technical support aimed at maximizing customer satisfaction. Key responsibilities include developing and utilizing automated tools to mitigate customer issues effectively and being a trusted member of the problem-solving team tasked with resolving complex technical challenges.

Preferred Skills Include:

• Technical: 4+ years of experience with Hyperion Essbase, Hyperion Planning, Essbase Administration Services, Marketplace Essbase, Oracle Analytical Cloud Essbase, and SmartView.
• Exceptional diagnostic and troubleshooting skills using industry-standard tools.
• Proficient in Enterprise Business Applications, including product understanding, log analysis, tuning, and troubleshooting techniques.
• Experience with operating systems (Linux, Solaris), networking, database and server configuration, web server optimization, load balancing, and SQL tuning.
• Familiarity with additional Hyperion Products such as HFM, BI+, and FCCS is a plus.

Customer Management:

• The ability to comprehend customer issues and deliver prompt technical solutions.
• Understanding customer urgency and sensitivity related to the issues at hand.
• Strong verbal and written communication skills.
• Confidence in articulating solutions and clarifying information to customers.
• Commitment to process adherence and serving as a process champion.
• Aptitude for thriving in high-pressure environments and exceeding customer expectations.
• A quick learner with the ability to adapt to new technologies and processes rapidly.
• Flexibility to work outside standard business hours when necessary, including weekends and holidays.
• Capability to navigate ambiguous situations and collaborate with global teams.

Disclaimer:

Some customer-facing roles may require compliance with health mandates.

The position has a competitive salary range, with the potential for additional benefits and equity opportunities.

Oracle is proud to offer a comprehensive benefits package.

• Medical, dental, and vision coverage.
• Short- and long-term disability options.
• Life insurance, including supplemental options.
• Flexible Spending Accounts for healthcare and dependent care.
• 401(k) Savings Plan with company matching.
• Paid time off, including flexible vacation policies.
• Paid holidays and sick leave benefits.
• Parental leave and adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and legal assistance services.

Join Oracle's inclusive workforce as we empower innovation and champion opportunities for all. We embrace diversity and are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veterans' status.