Systems Analyst 5-Support

Oracle•Austin, TX

6d•$96,300 - $209,500•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 a Senior Principal Systems Engineer, you are a guru, with strong expertise across the stack & tiers (application and system), focused in the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.

Requirements

Bachelor's degree in Computer Science, Engineering, or related technical field, followed by 8 years of progressive, post-baccalaureate work experience in job offered or in a Systems Analyst-related occupation.
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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.
Set overall technology direction for key areas to invest resources in.
Build internal expertise and leverage knowledge within the Support organization.
Resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas.
Provide consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.