Technical Analyst 4-Support

We are continuing our fast-paced growth, bringing on new customers worldwide daily. Our Cloud Technical Support team ensures that our Cloud customers receive prompt, informative answers that quickly solve any question or issue they encounter.

This is the position for those who want a challenge, want to dive in deep and learn the technologies our products are built on, and provide customers with the exact experience they would expect.

Please note that this position will help support our weekday and weekend coverage working a schedule that includes Monday through Friday and may include Saturdays and Sundays as needed will be part of the position.Will also require travel as we are a Global Organization.

Job Duties include

• Provide exceptional customer service, technical assistance, and training to internal and external customers.
• Assist in helping customers with their environments to get or stay connected to Oracle through the Automatic Service Request workflow.
• Assess ticket priority and escalate as necessary through proper channels to resolve issues promptly.
• Resolve issues in a timely and accurate manner to help the team meet expected metrics and SLAs.
• Maintain the highest level of confidentiality and security regarding our customers accounts, assigned company equipment, and company systems.
• Monitor release notes to understand new or updated services and products.
• Participate in night, weekend, and holiday on-call rotation for coverage as needed, sometimes on short notice.
• Prepare evaluations of services or processes and recommend improvements.
• Develop customer-facing or internal documentation on an as-needed basis.
• Communicate customer needs and wishes to the leadership team.
• Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members and members of the Sales, Engineering, and Operations teams.

Skills and experience

• Minimum of five years of experience in hardware technology-related field or discipline
• Experience with customer success strategies, technical support/ helpdesk, and/or sales engineering roles.
• Should be able to work a schedule that includes Saturdays and Sundays should be able to also work a flexible schedule (days, nights, weekends, and/or holidays) as part of a 24/7 on-call team (rotation), as needed.
• Comfortable communicating solutions to Senior and Executive Leadership
• Tenacious with a passion for learning new and unfamiliar concepts.
• Comfortable working with customers in person, by phone, and via email.

Desired Skills

• Ability to effectively communicate through written communication, with a firm understanding and demonstration of program management skills.
• 6+ years experience troubleshooting hardware technical issues in a post-sales environment.
• Strong Oracle Hardware for Engineered Systems and preferred GPU environment experience.

Career Level - IC4