remote
Systems Analyst II - Support - Oracle
Software Engineer
Provide post‑sales technical support for Oracle customers, troubleshoot Oracle Cloud and database issues, and act as the primary liaison between clients and internal support teams.
About the role
Key Responsibilities
- Serve as the primary point of contact for post‑sales inquiries, handling both non‑technical and technical issues via phone and electronic channels.
- Troubleshoot and resolve Oracle Cloud, database, and related infrastructure problems, escalating complex cases as needed.
- Collaborate with customers' IT staff to gather requirements, reproduce issues, and implement solutions.
- Provide guidance and best‑practice advice to internal Oracle teams on handling diverse customer situations and escalations.
- Document case details, resolutions, and knowledge‑base articles to improve future support efficiency.
Requirements
- 2+ years of experience in technical support or systems analysis, preferably with Oracle products.
- Strong knowledge of Oracle Cloud services, SQL, and Linux operating environments.
- Proven ability to manage incidents, prioritize tasks, and communicate complex technical concepts clearly to customers.
- Excellent problem‑solving skills and a customer‑focused attitude.
- Effective written and verbal communication skills.