Job Description
What you will do:
Expand and challenge the way we provide service by going beyond our customers' expectations through providing end-to-end ownership of issues
Promptly resolve inbound calls and online Support cases from customers and internal employees
Perform complex troubleshooting and analysis to resolve issues
Identify software defects and partner with DevOps/Quality Assurance/Development for investigation of root cause and fixing
Champion the knowledge base to provide self-service enablement for customers
Responsibilities
What you've done:
3+ years of professional system administration or software support experience, preferably in software development or a SaaS environment
3+ years of professional experience working in a high availability, critical function delivery, SaaS-based technology company.
Experience desired supporting complex hardware implementations, such as appliances, peripherals, hardware sensors, cameras, and radios.
Demonstrated experience creating defect reports, root cause analysis, and process documentation.
Critical thinker who thrives in an ambiguous environment and an effective communicator with strong influencing skills to drive change
Proven ability to build relationships with customers or stakeholders to achieve trusted advisor status
Degree in Computer Science/Information Technology or other qualifications with exceptional experience may be considered
It would be awesome if you also had:
Experience working with government or public safety agencies
ITIL or CJIS certifications
Working knowledge of a variety of programming languages
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 accommodation-request_mb@oracle.com 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.