Technical Support Analyst - Kansas City, MO or Orlando, FL

Job Description

As a Technical Support Engineer within the Oracle Support organization, you will provide post-sales technical support for several distinct solutions running on a cloud-based big data platform. You will serve as a trusted technical resource for customers, investigating issues that span multiple applications, data pipelines, and repositories while helping customers successfully utilize Oracle products.

Success in this role requires strong analytical thinking, curiosity, and persistence. Many customer issues involve tracing the flow of data through multiple processing stages, validating data structures, identifying where unexpected behavior occurs, and collaborating across engineering and product teams to drive resolution.

You will work primarily from a support ticket queue while communicating regularly with customers through phone and email. You will be expected to manage multiple priorities, provide timely updates, and deliver a high level of customer satisfaction throughout the support lifecycle.

This role is well suited for individuals who are comfortable working with ambiguity, enjoy solving complex technical problems, and can independently investigate issues where the root cause is not immediately apparent.

Responsibilities

As a Technical Support Engineer, you will:

• Provide post-sales technical support for multiple cloud-based big data applications and services.

• Investigate customer-reported issues by validating the structure, movement, and integrity of data across various processing steps, services, and data repositories.

• Analyze complex data flows to identify the source of defects, unexpected behavior, or data inconsistencies.

• Troubleshoot production issues by researching logs, reviewing system behavior, and collaborating with development and product teams when necessary.

• Manage a queue of customer support tickets while meeting established service level expectations.

• Communicate professionally and effectively with customers via phone and email, providing regular updates and managing expectations throughout the support process.

• Document findings, resolutions, and knowledge that improve future support efficiency.

• Work independently on routine issues while collaborating with senior engineers on more complex investigations.

• Contribute to continuous improvement of support processes and customer experience.

Preferred Qualifications

Candidates who are successful in this role will typically have experience with many of the following:

• Strong analytical and troubleshooting skills with the ability to investigate complex technical issues.

• Experience writing and troubleshooting SQL queries to analyze and validate data.

• Experience supporting cloud-based applications or distributed data platforms.

• Familiarity with big data technologies, data processing pipelines, or data warehouse concepts.

• Experience supporting Electronic Medical Record (EMR/EHR) systems or healthcare technology solutions is highly desirable.

• Excellent written and verbal communication skills with a customer-first mindset.

• Ability to prioritize multiple customer issues in a fast-paced support environment.

• Comfortable working in situations with incomplete information and ambiguity while driving issues toward resolution.

• Bachelor's degree in Computer Science, Information Systems, Engineering, Healthcare Informatics, or equivalent practical experience.

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $28.41 to $56.83 per hour; from: $59,100 to $118,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC2

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.