Technical Analyst 4-Support

Role Overview: You will be a part of the Cloud Technical Support team at a fast-growing organization, providing prompt and informative assistance to customers worldwide. This role will challenge you to delve deep into the technologies our products are built on and deliver exceptional customer experiences. Key Responsibilities: - Provide exceptional customer service, technical assistance, and training to both internal and external customers. - Assist customers in connecting to Oracle through the Automatic Service Request workflow. - Evaluate ticket priority and escalate issues as needed to ensure prompt resolution. - Maintain confidentiality and security of customer accounts, company equipment, and systems. - Stay updated on new or updated services and products by monitoring release notes. - Participate in on-call rotation for night, weekend, and holiday coverage. - Evaluate services or processes and make recommendations for improvements. - Develop customer-facing and internal documentation as required. - Communicate customer needs and feedback to the leadership team. - Possess a passion for technology and troubleshooting complex customer issues, while effectively collaborating with team members and other departments. Qualifications: - Minimum of five years of experience in a hardware technology-related field. - Experience in customer success, technical support/helpdesk, or sales engineering roles. - Availability to work a schedule that includes weekends and holidays, as part of a 24/7 on-call team. - Strong communication skills with the ability to interact with Senior and Executive Leadership. - Tenacious attitude towards learning new concepts and troubleshooting technical issues. - Comfortable engaging with customers through various channels such as in-person, phone, and email. Desired Skills: - Proficiency in written communication and program management skills. - 6+ years of experience in troubleshooting hardware technical issues in a post-sales environment. - Experience with Oracle Hardware for Engineered Systems and preferred GPU environments. About the Company: Oracle is a global leader in cloud solutions, leveraging cutting-edge technology to address current challenges. With a history of over 40 years, Oracle continues to thrive by fostering an inclusive workforce that encourages innovation and growth for all employees. Competitive benefits, work-life balance, and support for community initiatives are key aspects of Oracle's employee-centric culture. Accessibility and accommodation for individuals with disabilities are prioritized throughout the employment process, reflecting Oracle's commitment to diversity and inclusion.,