Systems Analyst 4-Support

Oracle•Austin, TX

1d•Hybrid

About The Position

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice. May work at various unanticipated locations throughout U.S. Travel up to 30% for client engagements. May telecommute.

Requirements

Master’s degree in Computer Science, Engineering, or related technical field and 8 years of experience in the job offered or in a computer-related occupation.
Oracle SOA, Oracle OSB, Oracle BPM, ODI, Oracle BAM, Oracle B2B; or Oracle OIC (Oracle Integration Cloud)
Perl, Shell and Python
Oracle Sales Cloud and Oracle CPQ and Oracle Right Now Service Cloud
XML, SOAP, JSON
Docker and Kubernetes or Container Registry
Grafana or Prometheus and Elasticsearch or OpenSearch
RODOD and RISDOD Framework Solution Architectures
Exalogic or Oracle Cloud Infrastructure (OCI)
Java, and J2EE
Oracle Database or ATP (Autonomous Transaction Processing) or DBCS (Database cloud service)

Responsibilities

Deliver post-sales support and solutions to the Oracle customer base.
Serve as an advocate for customer needs.
Resolve post-sales non-technical customer inquiries via phone and electronic means.
Address technical questions regarding the use of and troubleshooting for Electronic Support Services.
Act as a primary point of contact for customers.
Facilitate customer relationships with Support.
Provide advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
Be an expert member of the problem-solving/avoidance team.
Solve extremely complex (often previously unknown), critical customer issues.
Perform duties with a high level of autonomy.
Report to management on customer status and technical matters on a regular basis.
Provide expert technical advice to customers and Oracle employees.