Technical Analyst 3-Support

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.

Qualifications:

Bachelor's degree in Computer Science, Engineering, or a related technical field.
5+ years of proven experience supporting Oracle Analytics platforms including Oracle Analytics Cloud, Oracle's Big Data Service (BDS), DFS, DIS, Data Catalog, and Oracle Cloud Infrastructure (OCI).Strong expertise in Hadoop ecosystem: HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie, Ranger, Kerberos.Experience in Linux OS administration, networking, TLS/SSL, and SSO integration.Experience with data integration tools (ODI/Informatica) and cloud data sources (FusionApps/BICC, Snowflake).Hands-on experience with LLMs, agentic frameworks (LangChain, Semantic Kernel, CrewAI), RAG pipelines, and vector databases (FAISS, Pinecone, Weaviate).Proficiency in Python and Shell scripting.

Skills & Competencies:

Deep understanding of Oracle's Big Data Service (BDS) , Data Flow Service (DFS), Data Integration Service (DIS), Data Catalog architecture and operations.
Cluster administration using Ambari and troubleshooting across the Cloudera stack.Real-time processing using Kafka, Flink.AI/ML workflow support, including OCI Gen AI services and integration of agentic pipelines.Working knowledge of cloud services, networking, system-level security, and distributed architectures.Experience supporting multi-tier enterprise applications.Personal Competencies:

Strong customer focus with ability to handle escalations and technical deep dives.
Structured problem-solving mindset.Self-motivated with a continuous learning attitude.Excellent communication, documentation, and global collaboration skills.Results-oriented with a passion for service quality and technical excellence.

To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model.
Provide expert-level troubleshooting and technical support for Oracle's Big Data Service (BDS), OAC, DFS, DIS, Data Catalog, and associated cloud services.Diagnose and resolve complex issues across the Hadoop ecosystem (e.g., HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie).Manage cluster configurations, upgrades, patches, and installations using tools like Ambari.Support real-time data processing frameworks (Kafka, Flink) and ETL pipelines (ODI, Informatica).Collaborate with OCI platform teams to support secure and scalable AI/ML data workflows.Engage in hands-on support for agentic frameworks (LangChain, Semantic Kernel, CrewAI) and RAG-based systems.Interact regularly with customers, build technical documentation, and contribute to knowledge sharing.Collaborate cross-functionally with product engineering, infrastructure, and cloud ops teams for holistic support delivery.

Career Level - IC3