Technical Analyst 2-support

Technical Analyst 2-Support-220002QT

**Applicants are required to read, write, and speak the following languages**: English, Spanish

**Preferred Qualifications**
**Roles & Responsibilities**:

- This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle to ensure successful and most effective use of Oracle’s products.
- IR engineer is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems
- Document best practices and develop repeatable processes/frameworks to accelerate the adoption of automation/processes in areas of handling escalations, infrastructure based maintenance notification process, Call analysis to drive down customer calls etc
- Proactively identify risks and issues and address them early on in the engagement, significantly impacting the overall cost, delivery time and quality of the service.
- Work with and support customers in the resolution of their Service Requests so as to prevent problems and resulting incidents from occurring and hence ensure that customers receive maximum benefit from their Oracle investments.
- Ensure that communication is effective, that appropriate resources are assigned and that actions are understood and progressed in a timely manner. Escalate to the appropriate levels in both organizations (Customer and Oracle) and regularly communicate status to stakeholders.

**Requirements and technical skills**:
Experience: 3+ years
Education Qualification: B Tech/ B. E / MCA or equivalent experience or combination of related education and experience.

**Required Skills**:

- Junior DBA DBO skills
- Experience with Linux/ Solaris environment.
- Should be self-driven and able to handle/drive projects independently.
- knowledge of DBA activities across Oracle Products is a plus i.e EBSO, PSOFT, OBIEE, FSGBU
- Excellent communication skills; strong interpersonal skills and able to work in a team and individually.
- Good technical writing skills.

**Detailed Description and Job Requirements**

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 a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

**Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.**

**Job**: Support
**Location**: CL-CL,Chile-Santiago/Las Condes

**Job Type**: Regular Employee Hire
**Organization**: Oracle