Senior Technical Support Analyst – Oracle Business Intelligence – Analytics Cloud

Oracle; Zapopan; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading tech company is seeking a Senior Support Engineer to provide strategic technical support, utilizing advanced database skills and automated technology for customer satisfaction. The ideal candidate will have substantial experience with Oracle products, database administration, and strong troubleshooting skills. This position is both challenging and rewarding, offering the chance to work on complex customer issues in a collaborative environment.

Formación

• 5-10+ years' experience with Core products or 5 years' experience with Applications products.
• Strong SQL skills and ability to understand complex SQL statements.
• Hands on experience in Linux shell commands.

Responsabilidades

• Provide strategic technical support to ensure high levels of customer satisfaction.
• Utilize automated technology to diagnose and resolve customer issues.
• Act independently in researching and developing solutions to customer issues.

Conocimientos

Advanced database skills

SQL

Customer service

Attention to detail

Troubleshooting

Excellent communication

Educación

BS in Computer Science

Management Information Systems

Technical experience in Oracle products

Herramientas

WebLogic

Oracle Cloud Infrastructure

Descripción del empleo

PLEASE NOTE THE FOLLOWING BEFORE APPLYING:

Shift coverage required (on rotation - some weekends, holidays and weeknights are required).

As a Senior Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction.

A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an experienced member of the technical problem solving/problem avoidance team, routinely sought after to address complex, critical customer issues. No travel to customer side is required. You will offer support to our customers through web conferences, phone calls and web updates.

Career Level - IC3

Responsibilities

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. 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.

Your skills/experience:

Candidate is expected to have demonstrated experience and in-depth knowledge in the following areas:

• Advanced database skills (DB2, Oracle, Sybase, Informix, MS SQL Server).
• Candidate should have strong SQL skills and ability to understand complex SQL statements. Database administration and data modeling experience would be a plus.
• Knowledge of operating systems (WINDOWS, LINUX).
• Hands on Linux shell commands to configure servers, track memory & disk usage, file management and permissions is required.
• Hands on experience in WebLogic Application server administration and deployment of web applications on WebLogic is required.
• Experience in Cloud Infrastructure and Cloud Deployments. Oracle Cloud Infrastructure (OCI) experience is desired.
• Knowledge of dimensional data model (cubes, star schemas) and dimensional databases (Essbase, Oracle OLAP) and data warehouse is a plus.
• Experience with security/authentication systems like SSO/LDAP (SiteMinder, Oracle Identity Manger, Oracle OID, Microsoft AD) preferred.
• Previous technical support experiences are an advantage.
• Strong customer service skills and an eagerness to excel along with trouble-shooting skills and tenacity in problem solving.
• Excellent written and verbal communication skills.
• Attention to detail and the ability to learn quickly.
• Advanced knowledge and working experience of Oracle Business Intelligence products (OAC, BIEE/OAS, FDI) is a BIG plus.
• Working experience in Data Lake Platforms is a BIG plus.

As a Senior Support Engineer, your work involves :

• Strategic technical support to assure the highest level of customer satisfaction.
• A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues.
• You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address complex, critical customer issues.
• Leading contributor individually and as a team member, providing direction and assisting to others.
• Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization.

5-10+ years' experience with Core products or 5 years' experience with Applications products

BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Qualifications

Career Level - IC3