Senior Technical Support Analyst

Job Description

Join our dedicated Support team as a Senior Technical Support Analyst, where your primary focus will be on delivering exceptional post-sales support and creating tailored solutions for our Oracle customers. You will play a vital role in resolving both non-technical inquiries and technical questions about our Electronic Support Services, and act as a key contact between customers and the Oracle support organization. Your efforts will enhance customer relationships and provide critical assistance to Oracle team members navigating complex customer scenarios.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a relevant technical field.
• 5+ years of hands-on experience supporting Oracle Analytics platforms, including Oracle Analytics Cloud, Oracle's Big Data Service (BDS), DFS, DIS, Data Catalog, and Oracle Cloud Infrastructure (OCI).
• Strong expertise in the Hadoop ecosystem, such as HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie, and Ranger.
• Competence in Linux OS administration, networking, and TLS/SSL, as well as SSO integration.
• Experience with data integration tools like ODI/Informatica and familiarity with cloud data sources such as FusionApps/BICC and Snowflake.
• Hands-on knowledge of large language models (LLMs), agentic frameworks (LangChain, Semantic Kernel, CrewAI), RAG pipelines, and vector databases (FAISS, Pinecone, Weaviate).
• Proficiency in programming with Python and Shell scripting.

Skills & Competencies:

• In-depth understanding of Oracle's BDS, DFS, DIS, and Data Catalog architecture and operations.
• Cluster management experience utilizing Ambari, with troubleshooting expertise across the Cloudera stack.
• Real-time processing knowledge using Kafka and Flink.
• Experience supporting AI/ML workflows, including OCI Gen AI services and agentic pipeline integrations.
• Proficient in cloud services, networking, system-level security, and distributed architecture.
• Familiarity with multi-tier enterprise application support.

Personal Competencies:

• Demonstrated customer focus with the ability to manage escalations and perform in-depth technical analyses.
• A structured approach to problem-solving.
• Self-driven with a commitment to continuous learning.
• Excellent communication, documentation, and collaborative skills across global teams.
• A passion for service quality and technical excellence.

Responsibilities:

• Manage and resolve service requests logged by customers on Oracle products while contributing to proactive support initiatives.
• Provide expert technical support for Oracle's BDS, OAC, DFS, DIS, and Data Catalog.
• Diagnose and resolve complex issues in the Hadoop ecosystem.
• Administer cluster configurations and handle upgrades and patches via tools like Ambari.
• Support real-time data processing frameworks and ETL pipelines.
• Collaborate with OCI platform teams to ensure secure and scalable AI/ML data workflows.
• Engage in hands-on support involving agentic frameworks and RAG-based systems.
• Interact with customers, produce technical documentation, and share knowledge with the team.
• Work cross-functionally with product engineering, infrastructure, and cloud operations for a comprehensive support experience.

Disclaimer:

Certain customer-facing roles may require compliance with pertinent health requirements.

Range and benefits information provided in this posting are specific to the stated locations only:

US: Hiring Range in USD from $24.95 to $60.63 per hour; from $51,900 to $126,100 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions, and locations, along with reflecting Oracle's diverse products and industries.

Oracle US offers a comprehensive benefits package, including:

1. Medical, dental, and vision insurance, including expert medical opinion.
2. Short and long-term disability coverage.
3. Life insurance and AD&D.
4. Supplemental life insurance options.
5. Healthcare and dependent care Flexible Spending Accounts.
6. Pre-tax commuter and parking benefits.
7. 401(k) Savings and Investment Plan with company match.
8. Paid time off with a flexible vacation policy.
9. 11 paid holidays.
10. Paid sick leave accruing upon date of hire.
11. Paid parental leave and adoption assistance.
12. Employee Stock Purchase Plan.
13. Financial planning and group legal services.
14. Voluntary benefits, including auto, homeowner, and pet insurance.

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us:

As a leader in cloud solutions, Oracle leverages advanced technology to address contemporary challenges. With over 40 years of industry partnership and change, we thrive on innovation and integrity.

We believe that true innovation flourishes when everyone is empowered to contribute, and we emphasize building an inclusive workforce that promotes opportunities for all.

At Oracle, discover global opportunities where work-life balance is prioritized, complemented by competitive benefits and supportive work environments. Join us in making a positive impact in our communities through our volunteer initiatives.

Oracle commits to inclusivity, ensuring accessibility assistance and accommodations for individuals with disabilities during employment processes.

Oracle is an Equal Employment Opportunity Employer, providing equal opportunities without discrimination based on race, color, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veteran status.