Job Information
Oracle Technical Analyst 4-Support in Baton Rouge, Louisiana
Job Description
We are continuing our fast-paced growth, bringing on new customers worldwide daily. Our Enterprise Technical Support team ensures that our enterprise customers receive prompt, informative answers that quickly solve any question or issue they encounter. You often assist the makers of your favorite website and/or smartphone app, a startup just starting to make itself known, or even Fortune 500 companies.
This is the position for those who want a challenge, want to dive in deep and learn the technologies our products are built on, and love to provide customers with the exact experience they would expect in their shoes.
Please note that this position will help support our weekday and weekend coverage; working a schedule that includes Monday through Friday and may include Saturdays and Sundays as needed will be part of the position.
As a Global Product Lead (GPL) you are a support leader for Remote Hardware Support (RHS). Your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. In addition, you will serve as the support leader to solve systemic issues, handle/solve escalations, provide training and mentoring to other RHS support engineers, and to affect change/influence other internal organizations by working with them to represent RHS.
Responsibilities
Job Duties include
Provide exceptional customer service, technical assistance, and training to internal and external customers.
Assist is helping customers with their environments to get or stay connected to Oracle through the Automatic Service Request workflow.
Assess ticket priority and escalate as necessary through proper channels to resolve issues promptly.
Resolve issues in a timely and accurate manner to help the team meet expected metrics and SLAs.
Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
Monitor release notes to understand new or updated services and products.
Prepare evaluations of services or processes and recommend improvements.
Develop customer-facing or internal documentation on an as-needed basis.
Communicate customer needs and wishes to the leadership team.
Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members and members of the Sales, Engineering, and Operations teams.
Participate in night, weekend, and holiday on-call rotation for coverage as needed, sometimes on short notice.
Requires some travel (up to 25%) to customer or data center sites for early look at new releases, support assessments, and training etc.
Skills and experience
Minimum of six years of experience in hardware technology-related field or discipline;
Experience with customer success strategies, technical support/helpdesk, and/or sales engineering roles.
Should be able to work a schedule that includes Saturdays and Sundays; should be able to also work a flexible schedule (days, nights, weekends, and/or holidays) as part of a 24/7 on-call team (rotation), as needed.
Comfortable communicating solutions to Senior and Executive Leadership
Tenacious with a passion for learning new and unfamiliar concepts.
Comfortable working with customers in person, by phone, and via email.
Desired Skills
Ability to effectively communicate through written communication, with a firm understanding and demonstration of program management skills.
6+ years’ experience troubleshooting hardware technical issues in a post-sales environment.
Strong Oracle Hardware for Engineered Systems and preferred GPU environment experience.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
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.
Career Level - IC4
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.