Senior Systems Analyst - Support - Middleware

As a valued member of our Support organization, your primary responsibility is to provide exceptional post-sales support and solutions to our Oracle customer base. You will play a crucial role in representing the voice of the customer and ensuring their needs are met effectively. This includes addressing non-technical customer inquiries via phone and electronic channels, as well as addressing technical questions related to the use and troubleshooting of our Electronic Support Services. In this role, you will serve as a key point of contact for our customers, fostering strong relationships with them and acting as a liaison between the customer and our Support team. You will be tasked with offering advice and assistance to both customers and internal Oracle employees, particularly in handling diverse customer situations and escalated issues. As a Senior Systems Engineer, you will engage regularly with the IT staff of our customers, either on-site or remotely, to resolve moderately complex technical challenges related to the installation, maintenance, usage, and troubleshooting of Oracle products. Your expertise in various Oracle products and supported platforms will be essential in providing effective solutions. You will be expected to work independently, providing guidance to management on the progress and status of your projects. Your role will involve a wide range of duties that require independent judgment and may include leading projects. Due to the significant customer interaction involved, your ability to work autonomously and communicate effectively with customers is paramount. Achieving high levels of customer satisfaction consistently is a key focus area for this role. A Bachelor's degree in Computer Science, Engineering, or equivalent field is preferred, along with at least five years of relevant experience. Proficiency in Oracle's core products, applications, and tools is highly valued. This position is classified as Career Level IC3, reflecting the level of expertise and responsibility expected in this role.,