SQL & Unix Systems Analyst - Delivery & Customer Support

About the Company/Team

Oracle Customer Success Services (CSS) is a global organization committed to helping customers achieve the maximum value from their Oracle technology investments. As part of CSS, you will join an international network of certified experts dedicated to delivering innovation-led, customer-centric services across the entire Oracle ecosystem.
Through Oracle's unified "One Oracle" approach, you will collaborate with cross-functional teams to support end-to-end delivery, strengthen your technical expertise, and engage with diverse customers across industries. CSS fosters a culture of teamwork, learning, and continuous improvement—empowering you to grow your career while driving meaningful customer impact.

Job Summary

The Support Engineer plays a pivotal role in ensuring smooth and successful adoption of Oracle products by customers. This role involves delivering high-quality technical support, managing customer relationships, resolving issues across cloud and database technologies, and ensuring timely, accurate communication throughout the service lifecycle. The position requires strong technical acumen, customer service excellence, and the ability to work in a 24/7 global support environment.

Key Responsibilities

• Deliver technical support and solutions to Oracle customers, ensuring adherence to SLAs and service quality standards.
• Guide customers across the product lifecycle, enabling successful usage and adoption of Oracle solutions.
• Serve as the primary point of contact for customer inquiries, addressing both technical and functional issues via phone, email, or ticketing systems.
• Collaborate closely with customer IT teams to diagnose and resolve issues using SQL, UNIX, and Oracle Database concepts.
• Document all activities, incidents, resolutions, and knowledge articles in alignment with service desk processes.
• Escalate unresolved or complex cases to senior engineers or internal technical teams when necessary.
• Build and maintain strong relationships with key stakeholders, ensuring high levels of customer satisfaction and trust.
• Contribute to continuous improvement efforts, supporting best practices, internal tools, and process optimization.

Qualifications & Skills

Mandatory

• Bachelor's degree in Computer Science (B.Tech/BE preferred) with minimum 3-5 years of relevant experience.
• Strong understanding of cloud computing concepts, including IaaS, PaaS, and SaaS.
• Proficiency in Oracle SQL/PLSQL, SQL fundamentals, UNIX, and familiarity with Oracle Database concepts.
• Excellent English communication skills (written and verbal).
• Proven customer service and stakeholder management skills.
• Ability to work in a 24/7 shift-based environment, including weekends.
• Strong documentation skills for incidents, processes, and knowledge base articles.
• Ability to multitask, prioritize, and manage workloads independently or in coordination with others.
• Strong decision-making and analytical skills, with the ability to drive discussions to closure using facts and logical arguments.
• Familiarity with IT service desk processes and metrics.

Good-to-Have

• Python programming or AI skills for automating internal tools.
• Knowledge of database initialization parameters, logs, and trace files.
• Experience in complex software development or integration projects.
• Scripting experience (UNIX Shell, Python, Perl).
• Oracle Cloud certifications.
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Self-Assessment Questions (Based on Mandatory Skills)

These questions help candidates evaluate their fit for this role:

1. Do I have hands-on experience with Oracle SQL/PLSQL, SQL fundamentals, and UNIX sufficient to troubleshoot customer issues independently?
2. Am I comfortable working in a 24/7 shift environment, including weekends, while maintaining service quality and responsiveness?
3. Can I clearly document incidents, resolutions, and technical activities in a structured and accurate manner?
4. Do I possess strong communication and customer service skills to handle diverse stakeholders and guide them through technical challenges?
5. Am I confident in my understanding of cloud computing concepts (IaaS, PaaS, SaaS) and applying them in real customer scenarios?

Career Level - IC2