Technical Analyst 5-Support

Oracle•Austin, TX

About The Position

Oracle America, Inc. is seeking a Technical Analyst 5-Support to deliver solutions to Oracle customers while advocating for their needs. The role provides strategic technical support to achieve high customer satisfaction and uses automated technology and instrumentation to diagnose, document, resolve, and prevent customer issues. As an expert on the technical problem-solving and problem-avoidance team, the analyst is routinely sought to address extremely complex, critical customer issues. The position may be performed remotely by telecommuting. The role focuses on Oracle Fusion SaaS applications, especially Oracle HCM modules, and Oracle development technologies and platforms. It involves designing diagnostic tools, using telemetry and logs to analyze support and performance, creating support resources, and collaborating with customers, partners, and internal teams to drive product and process improvements. Oracle lists a U.S. hiring range of $43.94–$89.90 per hour, or $91,400–$187,000 per annum. The role may be eligible for equity. Oracle notes that compensation placement depends on factors including skills, experience, market conditions, location, and internal peer equity.

Requirements

A bachelor's degree in Computer Science, Engineering, or a related technical field, followed by 9 years of progressive, post-baccalaureate experience in the job offered or a Technical Analyst-related occupation.
Experience with Oracle Fusion SaaS applications, including Oracle HCM modules: Core HR, Payroll, Benefits, Compensation, Talent, Learning, and Absence/Time and Labor.
Experience with Oracle development tools and platforms, including SQL, PL/SQL, Oracle Application Framework, Oracle Fusion Middleware, and Oracle Cloud Infrastructure (OCI), with the ability to read, write, and debug complex queries and scripts.
Experience designing, developing, or implementing diagnostic tools for Oracle applications to support proactive issue detection and root cause analysis.
Experience with SaaS architecture, application lifecycle management, cloud infrastructure, and continuous release models.
Experience interfacing directly with customers and partners to gather feedback, analyze issue trends, and drive improvements.
Experience leveraging telemetry or log-based data for product support and performance analysis, including creating monitoring solutions.
Experience developing or enhancing technical documentation, product knowledge articles, readiness training materials, or automated troubleshooting tools for Oracle Enterprise/SaaS applications.
Experience engaging cross-functional teams, including Development, Product Management, and Support Operations, to advocate for customer-impacting issues and drive improvements in an Oracle Enterprise Applications and SaaS environment.

Responsibilities

Deliver solutions to Oracle customers while advocating for customer needs.
Provide strategic technical support to assure a high level of customer satisfaction.
Create and use automated technology and instrumentation to diagnose, document, resolve, and prevent customer issues.
Serve as an expert member of the technical problem-solving and problem-avoidance team, addressing extremely complex and critical customer issues.
Design, develop, or implement diagnostic tools for Oracle applications to support proactive issue detection and root cause analysis.
Interface with customers and partners to collect feedback, analyze issue trends, and improve product support, diagnostics, and training resources.
Use telemetry or log-based data for product support and performance analysis, including creating monitoring solutions to identify system trends and application performance degradation.
Develop or enhance product support assets, including technical documentation, product knowledge articles, readiness training materials, and automated troubleshooting tools for Oracle Enterprise/SaaS applications.
Engage with Development, Product Management, and Support Operations to advocate for customer-impacting issues and drive product or process improvements.