Senior Technical Analyst - OASE

As a Support Engineer, you will be an essential technical resource for customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs), assisting with the installation, recommended maintenance, and use of Oracle products. This role requires a foundational understanding of Oracle products and platforms, with a focus on learning and developing expertise in these areas. You will work under the guidance of senior team members but are expected to handle basic issues independently while growing your technical skills.

Career Level - IC3

This job requisition is being created for a new hire in Analytics Support Organization for BD/DS/AIDP skills

Short Description

We are looking for a highly skilled and self-driven professional to join our Product Support team specializing in Oracle’s Big Data Service (BDS) , DFS, DIS, Data Catalog offerings. In this role, you will work directly with customers, engineering, and cross-functional teams to troubleshoot complex issues, drive resolution, and deliver exceptional support for both on-premise and cloud-based big data platforms.

You will also play a critical role in supporting advanced data workflows, including AI/ML integrations, agentic framework adoption, and intelligent retrieval architectures. 

Description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Responsibilities

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

 

• 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

• Provide expert-level troubleshooting and technical support for Oracle’s Big Data Service (BDS) , DFS, DIS, Data Catalog, and associated cloud services

• Diagnose and resolve complex issues across the Hadoop ecosystem (e.g., HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie)

• Manage cluster configurations, upgrades, patches, and installations using tools like Ambari

• Support real-time data processing frameworks (Kafka, Flink) and ETL pipelines (ODI, Informatica)

• Collaborate with OCI platform teams to support secure and scalable AI/ML data workflows

• Engage in hands-on support for agentic frameworks (LangChain, Semantic Kernel, CrewAI) and RAG-based systems

• Interact regularly with customers, build technical documentation, and contribute to knowledge sharing

• Collaborate cross-functionally with product engineering, infrastructure, and cloud ops teams for holistic support delivery

• Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field

• 5+ years of proven experience supporting Oracle Big Data platforms including Oracle’s Big Data Service (BDS) , DFS, DIS, Data Catalog, and Oracle Cloud Infrastructure (OCI)

• Strong expertise in Hadoop ecosystem: HDFS, YARN, Spark, Hive, Impala, Sqoop, Oozie, Ranger, Kerberos

• Experience in Linux OS administration, networking, TLS/SSL, and SSO integration

• Experience with data integration tools (ODI/Informatica) and cloud data sources (FusionApps/BICC, 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 

• Deep understanding of Oracle’s Big Data Service (BDS) , Data Flow Service (DFS), Data Integration Service(DIS), Data Catalog architecture and operations

• Cluster administration using Ambari and troubleshooting across the Cloudera stack

• Real-time processing using Kafka, Flink

• AI/ML workflow support, including OCI Gen AI services and integration of agentic pipelines

• Working knowledge of cloud services, networking, system-level security, and distributed architectures

• Experience supporting multi-tier enterprise applications

Personal Competencies

• Strong customer focus with ability to handle escalations and technical deep dives

• Structured problem-solving mindset

• Self-motivated with a continuous learning attitude

• Excellent communication, documentation, and global collaboration skills

• Results-oriented with a passion for service quality and technical excellence

Career Level - IC3

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