[Remote] Technical Analyst 3-Support

Note: The job is a remote job and is open to candidates in USA. Oracle is a world leader in cloud solutions, committed to innovation and inclusivity. They are seeking a Technical Analyst 3-Support to deliver post-sales support and solutions to customers, resolve technical questions regarding hardware services, and facilitate customer relationships with support teams.

Responsibilities

• Provide exceptional customer service and technical assistance to internal and external customers.
• Resolve issues in a timely and accurate manner to help the team meet expected metrics and SLAs.
• Assist in helping customers with their environments to get or stay connected to Oracle through the Automatic Service Request workflow. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms.
• Assess ticket priority and escalate as necessary through proper channels to resolve issues promptly. You should communicate customer needs and wishes to the leadership team.
• 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. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
• 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.
• Participate in weekend shift, for coverage as needed.

Skills

• Minimum of six years' 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/or Sundays, as needed.
• 3+ years’ experience troubleshooting hardware technical issues in a post-sales environment.

Education Requirements

• Should have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

Company Overview

• Oracle is an integrated cloud application and platform services that sells a range of enterprise information technology solutions. It was founded in 1977, and is headquartered in Austin, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.oracle.com/.

Company H1B Sponsorship

• Oracle has a track record of offering H1B sponsorships, with 1003 in 2025, 846 in 2024, 995 in 2023, 1192 in 2022, 985 in 2021, 755 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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