Oracle Database Cloud Support Analyst 4

Job Description We are currently seeking a dedicated Oracle Database Cloud Support Analyst to join our dynamic support team. This role emphasizes delivering exceptional post-sales support and solutions to our Oracle customer base, with a focus on U.S. Government Cloud and Department of Defense clients. U.S. citizenship is preferred due to the nature of the role. As an integral part of our Support organization, you will serve as a primary advocate for customer needs, addressing both non-technical inquiries over phone and electronically, as well as technical issues involving our Electronic Support Services. Your expertise will be crucial in resolving complex customer issues and building strong relationships with our clients. In this role, you will leverage your advanced knowledge to create and utilize automated technologies for diagnosing and documenting customer issues. As a valued member of the technical problem-solving team, you will be a go-to expert for intricate customer challenges. Additionally, you will provide direction and mentorship to junior team members. Key Responsibilities: Manage and resolve Service Requests from customers regarding Oracle products, contributing to proactive support activities. Take ownership of problems and ensure customer expectations are met throughout the Service Request lifecycle. Engage in the development and utilization of new processes and diagnostic tools. Contribute to the creation and maintenance of Knowledge Management content. Collaborate with development teams to enhance product improvements. Ensure response and resolution of customer issues within established Key Performance Indicator targets. Maintain product expertise and stay updated with the latest market releases. Self-motivated and able to work independently to resolve customer inquiries efficiently. Quickly learn new systems and methodologies to effectively reproduce and solve customer issues. Qualifications: Bachelor's degree in Computer Science, Engineering, or a related technical field. 7+ years of proven professional and technical experience in database, network, or system administration roles. Excellent verbal and written communication skills. The role is based in the U.S. and has the potential for both remote and on-site responsibilities. Your contributions will play a significant role in driving customer satisfaction and support excellence.

Created: 2026-03-10