Principal Technical Analyst

Oracle; Denver (CO); On-site; USD 74,100 - 148,300; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid time off

Job summary

Oracle is seeking an experienced Support Engineer to deliver post-sales assistance and solutions to customers, focusing on Oracle Database and IT security. The role involves resolving non‑technical inquiries by phone and electronic means, plus technical inquiries related to Electronic Support Services.

Responsibilities include managing service requests, owning problem resolution, contributing to knowledge content, and collaborating with development on product improvement.

Qualifications

• Bachelor’s degree in Computer Science, Engineering or a related technical field.
• 10+ years of proven professional and technical experience in a database, network or system administrator role.
• Excellent verbal and written English skills.

Responsibilities

• Manage and resolve Service Requests logged by customers on Oracle products.
• Own and resolve problems and manage customer expectations throughout the Service Request lifecycle.
• Develop and maintain expertise around Database Security and general IT Security issues.
• Keep up‑to‑date knowledge of new products released in the market for supported product.

Skills

Excellent English communication

Education

Bachelor’s degree in Computer Science or related technical field

Job description

Job Overview

US Citizenship is required. As part of the Support organization, your focus is to deliver post‑sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This role involves resolving non‑technical post‑sales inquiries via phone and electronic means, as well as technical inquiries related to our Electronic Support Services.

Key Responsibilities

• Manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model.
• Own and resolve problems and manage customer expectations throughout the Service Request lifecycle in accordance with global standards.
• Work towards, adopt and contribute to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.).
• Contribute to Knowledge Management content creation and maintenance.
• Work with development on product improvement programs (testing, SRP, BETA programs, etc.) as required.
• Operate within Oracle business processes and procedures.
• Respond and resolve customer issues within Key Performance Indicator targets.
• Maintain product expertise within the team.
• Develop and maintain expertise around Database Security and general IT Security issues.
• Keep an up‑to‑date and in‑depth knowledge of new products released in the market for supported product.
• Be self‑motivated and able to perform duties without major monitoring.
• Be a quick learner, efficient in reproducing test cases, and have a drive to resolve customer issues.

Technical Skills

• In‑depth knowledge of Oracle Database administration (12c, 18c, 19c, 23c, etc.).
• Understanding of Oracle Database Security features (Roles, Privileges, Auditing, TDE, Database Vault, ASO) and Database firewall.
• Experience with backup and recovery using RMAN.
• Experience with Oracle Data Guard.
• Experience in performance tuning.
• Experience with Oracle Cloud Infrastructure (OCI).
• Experience with Oracle Autonomous Database.
• Operating system knowledge (Unix, Linux, Windows).

Desirable Skills

• Network administration.
• Understanding of Oracle Grid Control, RAC.
• Experience administering other databases (MySQL, PostgreSQL, SQL‑Server, DB2).
• Understanding of Oracle Golden Gate.
• Exposure to Oracle Application Express (APEX).

Qualifications

• Bachelor’s degree in Computer Science, Engineering or a related technical field.
• 10+ years of proven professional and technical experience in a database, network or system administrator role.
• Excellent verbal and written English skills.

Employee Benefits

Hiring range: $35.63–$71.30 per hour; $74,100–$148,300 per year. May be eligible for equity.

• Medical, dental, vision insurance, including expert medical opinion.
• Short‑term 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 including flexible vacation and accrued vacation based on hours worked.
• 11 paid holidays.
• Paid sick leave: 72 hours upon hire, refreshes annually, up to a maximum 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.

Career Level

IC4

Health & Safety

Certain U.S. based or U.S. client‑facing roles may require immunization/occupational health mandates, and/or drug testing requirements.

Equal Employment Opportunity

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, 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.