Note: The job is a remote job and is open to candidates in USA. NetSuite is a part of Oracle, a company that leads in AI and cloud solutions. The Principal Technical Analyst will deliver post-sales support and solutions to customers, manage service requests, and ensure high customer satisfaction through strategic technical support and relationship management.
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
- Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
- Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
- Contributing to Knowledge Management content creation and maintenance
- Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
- Operating within Oracle business processes and procedures
- Respond and resolve customer issues within Key Performance Indicator targets
- Maintaining product expertise within the team
- Developing and maintaining expertise around Database Security and general IT Security issues
- Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product
- Self motivated. Able to perform duties without major monitoring
- Quick learner. Efficient in reproducing test cases, and drive to resolve customer issues
Skills
- US Citizenship is required
- Bachelor's degree in Computer Science, Engineering or related technical field
- 10+ years of proven professional and technical experience in database, network or system administrator role
- Excellent verbal and written skills in English
- In Depth knowledge of Oracle Database administration - 12c, 18c, 19c, 23c etc
- Understanding of Oracle Database Security features (such as Roles, Privileges, Auditing, TDE, Database Vault and ASO) and Database firewall
- Experience of Backup and recovery process using RMAN
- Experience of Oracle Data Guard
- Experience in Performance Tuning
- Experience of Oracle Cloud Infrastructure (OCI)
- Experience of Oracle Autonomous Database
- Operating system knowledge (Unix, Linux, Windows)
- Network administration
- Understanding of Oracle Grid Control, RAC
- Experience of administering other databases (MySQL, PostgreSQL, Sql-Server, DB2)
- Understanding of Oracle Golden Gate
- Exposure in Oracle Application Express (APEX)
Benefits
- 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
Company Overview