Technical analyst - support

Job Description

As a member 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 involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Qualifications:

Bachelor's degree in Computer Science, Engineering, or a related technical field.

5+ years of proven experience supporting Oracle Analytics platforms including Oracle Analytics Cloud, Oracle's Big Data Service (BDS), DFS, DIS, Data Catalog, and Oracle Cloud Infrastructure (OCI).

Strong expertise in Hadoop ecosystem: HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie, Ranger, Kerberos.

Experience in Linux OS administration, networking, TLS/SSL, and SSO integration.

Experience with data integration tools (ODI/Informatica) and cloud data sources (FusionApps/BICC, Snowflake).

Hands-on experience with LLMs, agentic frameworks (LangChain, Semantic Kernel, CrewAI), RAG pipelines, and vector databases (FAISS, Pinecone, Weaviate).

Proficiency in Python and Shell scripting.

Skills & Competencies:

Deep understanding of Oracle's Big Data Service (BDS) , Data Flow Service (DFS), Data Integration Service (DIS), Data Catalog architecture and operations.

Cluster administration using Ambari and troubleshooting across the Cloudera stack.

Real-time processing using Kafka, Flink.

AI/ML workflow support, including OCI Gen AI services and integration of agentic pipelines.

Working knowledge of cloud services, networking, system-level security, and distributed architectures.

Experience supporting multi-tier enterprise applications.

Personal Competencies:

Strong customer focus with ability to handle escalations and technical deep dives.

Structured problem-solving mindset.

Self-motivated with a continuous learning attitude.

Excellent communication, documentation, and global collaboration skills.

Results-oriented with a passion for service quality and technical excellence.

Responsibilities

To 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.

Provide expert-level troubleshooting and technical support for Oracle's Big Data Service (BDS), OAC, DFS, DIS, Data Catalog, and associated cloud services.

Diagnose and resolve complex issues across the Hadoop ecosystem (e.g., HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie).

Manage cluster configurations, upgrades, patches, and installations using tools like Ambari.

Support real-time data processing frameworks (Kafka, Flink) and ETL pipelines (ODI, Informatica).

Collaborate with OCI platform teams to support secure and scalable AI/ML data workflows.

Engage in hands-on support for agentic frameworks (LangChain, Semantic Kernel, CrewAI) and RAG-based systems.

Interact regularly with customers, build technical documentation, and contribute to knowledge sharing.

Collaborate cross-functionally with product engineering, infrastructure, and cloud ops teams for holistic support delivery.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

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

US: Hiring Range in USD from $24.95 to $60.63 per hour; from: $51,900 to $126,100 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:

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

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 - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and 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.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.

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.