Technical Analyst 5-Support

Oracle•Austin, TX

8d•Remote

About The Position

Deliver solutions to Oracle's customer base while serving as an advocate for customer needs. Provide strategic technical support to assure the highest level of customer satisfaction. Create and use automated technology and instrumentation to diagnose, document, resolve, and avoid customer issues. Serve as an expert member of the technical problem-solving and problem-avoidance team, routinely addressing extremely complex and critical customer issues. The position may be performed remotely by telecommuting. The employer will accept 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. The position requires experience with Oracle Fusion SaaS applications, Oracle HCM modules, Oracle development tools and platforms, diagnostic tools, SaaS architecture, customer and partner engagement, telemetry and log-based support analysis, support assets, and cross-functional product and process improvement. The qualifications section calls for leadership and expertise in developing new products, services, or processes, often at the leading edge of technology. It specifies 12 years of experience with Core products or 12 years of experience with Applications products, along with a technical degree with a 3.0 GPA or, for Applications, proven professional or technical experience demonstrating functional and technical understanding of Applications, preferably Oracle. Oracle describes its work as combining data, infrastructure, applications, expertise, and AI to provide cloud solutions. The company states its commitment to equal opportunity and inclusion, offers competitive benefits including flexible medical, life insurance, and retirement options, and encourages participation in volunteer programs. Accessibility assistance and accommodation are available during the employment process.

Requirements

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 technologies and development tools, 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.
Knowledge of SaaS architecture, application lifecycle management, cloud infrastructure, and continuous release models.
Experience engaging directly with customers and partners to gather feedback and analyze issue trends.
Experience using telemetry or log-based data for product support and performance analysis.
Experience developing or enhancing product support assets for Oracle Enterprise/SaaS applications.
Experience engaging cross-functional teams, including Development, Product Management, and Support Operations, to drive improvements in an Oracle Enterprise Applications and SaaS environment.
12 years of experience with Core products or 12 years of experience with Applications products.
Technical degree, such as a BS in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, with a 3.0 GPA; alternatively, for Applications, proven professional or technical experience demonstrating functional and technical understanding of Applications, preferably Oracle.

Responsibilities

Deliver solutions to Oracle customers while advocating for their needs.
Provide strategic technical support to achieve high customer satisfaction.
Create and use automated technology and instrumentation to diagnose, document, resolve, and avoid customer issues.
Serve as an expert on the technical problem-solving and problem-avoidance team, addressing complex and critical customer issues.
Design, develop, or implement diagnostic tools for Oracle applications to detect technical issues proactively and support 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 developing monitoring solutions to identify system trends and application performance degradation.
Develop or enhance technical documentation, product knowledge articles, readiness training materials, and automated troubleshooting tools for Oracle Enterprise/SaaS applications.
Work with Development, Product Management, and Support Operations to advocate for customer-impacting issues and drive product or process improvements.
Provide leadership and expertise in developing new products, services, or processes.