Systems Analyst 4-Support

About the role

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. You will perform duties with a high level of autonomy, reporting to management on customer status and technical matters regularly, and work with very limited guidance. The role is sought by customers and Oracle employees to provide expert technical advice.

May work at various unanticipated locations throughout the U.S. Travel up to 30% for client engagements. May telecommute.

Responsibilities

• Resolve post-sales non-technical and technical customer inquiries via phone and electronic means.
• Serve as a primary point of contact for customers, facilitating relationships with Support.
• Provide advice and assistance to internal Oracle employees on customer situations and escalated issues.
• Solve extremely complex, critical customer issues as an expert member of the problem-solving team.
• Report to management on customer status and technical matters with a high level of autonomy.
• Provide expert technical advice to customers and Oracle employees.

Requirements

Employer will accept a 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. Position requires expertise in the following:

• Oracle SOA, Oracle OSB, Oracle BPM, ODI, Oracle BAM, Oracle B2B; or Oracle OIC (Oracle Integration Cloud).
• Perl, Shell, and Python.
• Oracle Sales Cloud, 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, ATP (Autonomous Transaction Processing), or DBCS (Database Cloud Service).

Pay

Hiring range in USD from $39.90 - $79.86 per hour; from $83,000 - $166,100 per year. May be eligible for equity. Oracle maintains broad salary ranges to account for variations in knowledge, skills, experience, market conditions, and locations.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short-term and long-term disability insurance.
• 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 for salaried employees; accrued vacation for others (13 days annually for the first three years, 18 days annually thereafter; prorated for part-time employees working 20-34 hours per week).
• 11 paid holidays.
• Paid sick leave: 72 hours upon date of hire, refreshes annually, with a maximum carry-over cap of 112 hours.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner, and pet insurance.