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Oracle Technical Analyst 4-Support in Reno, Nevada

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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.

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.

Systems CommsGBU-NetworkTSC is the systems support group that provides support to the global customers in resolving their systems related software issues. This position is for Oracle SBC, SDM, OCOM product support (Post sales)

SPECIFIC SKILLS:

  • Open and track trouble tickets through problem resolution, and provide summary reports to customers.

  • Analyze problem reports, replicate customer network environment and reproduce customer problems in our lab to troubleshoot technical issues.

  • Escalate issues into the Engineering organization as required.

  • Be able to work and promote healthy team environment

  • Participate in "on call" rotation required

  • Limited Travel

  • BE or BS Electrical and Telecommunication /Computer Science/Management Information Systems/Science/ Engineering with 5 years of experience

  • Familiar with LAN/WAN data networking architectures and routing protocols

  • Demonstrated experience in in one or more of these protocols (SIP, H323, MGCP, RTP/RTCP, TCP, UPD or Diameter)

  • Security (TLS, SRTP or IPEC)

  • Proven track record in troubleshooting customer issues

  • Excellent verbal and written English Language communication skills

Job: *Support

Organization: *Oracle

Title: Technical Analyst 4-Support

Location: United States

Requisition ID: 210007M0

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