Senior Technical Support Analyst - Level 3

Join Our Team as a Senior Technical Support Analyst! As a vital member of our Support organization, your primary mission will be to provide exceptional post-sales support to our Oracle customer base while passionately advocating for their needs. You will tackle a variety of customer inquiries—both non-technical and technical—over the phone and via electronic communications, ensuring our customers have the best experience possible. Qualifications: Bachelor's degree in Computer Science, Engineering, or a related field. A minimum of 5 years of solid experience supporting Oracle Analytics platforms including Oracle Analytics Cloud, Oracle's Big Data Service (BDS), and Oracle Cloud Infrastructure (OCI). Deep expertise in the Hadoop ecosystem, including HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie, Ranger, and Kerberos. Familiarity with Linux OS administration, network setup, TLS/SSL, and SSO integration. Experience with data integration tools (ODI/Informatica) and cloud data sources such as FusionApps and 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: A solid understanding of Oracle's Big Data Service (BDS), Data Flow Service (DFS), Data Integration Service (DIS), and Data Catalog architecture and operations. Experience with cluster administration using Ambari and troubleshooting within the Cloudera stack. Familiarity with real-time processing frameworks using Kafka and Flink. Knowledge of AI/ML workflows and OCI Gen AI services. Working knowledge of cloud services, system-level security, networking, and distributed architecture. Experience supporting multi-tier enterprise applications. Personal Competencies: Exceptional customer focus with the ability to manage escalations and perform deep technical analyses. A structured problem-solving mindset. Self-motivated with a commitment to continuous learning. Excellent communication, documentation, and collaboration skills. A results-oriented mindset with a passion for service quality and technical excellence. Responsibilities: As a Senior Technical Support Analyst, you will be the go-to technical contact for customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs) regarding Oracle product installation, troubleshooting, and recommended maintenance. You will: Manage and resolve customer Service Requests related to Oracle products. Provide expert-level troubleshooting support for Oracle's Big Data Service (BDS), Oracle Analytics Cloud (OAC), Data Flow Service (DFS), Data Integration Service (DIS), and Data Catalog. Diagnose and resolve complex issues in the Hadoop ecosystem. Handle cluster configurations, upgrades, and installations using tools like Ambari. Support real-time data processing frameworks and ETL pipelines. Collaborate with OCI teams to facilitate secure and scalable AI/ML data workflows. Engage in hands-on support for agentic frameworks and RAG systems. Regularly interact with customers, develop technical documentation, and contribute to knowledge sharing efforts. Work cross-functionally with product engineering, infrastructure, and cloud operations teams to ensure holistic support delivery. Benefits: Oracle offers a comprehensive benefits package including medical, dental, and vision insurance, short-term and long-term disability, life insurance, flexible spending accounts, 401(k) with company match, paid time off, paid parental leave, and more. Your role will help shape the future as we lead with AI and cloud solutions. Discover your potential at Oracle! Oracle is an equal opportunity employer committed to diversity and inclusion.

Created: 2026-03-04