Principal Support Engineer

Description

As a member of the Oracle 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 customer inquiries via phone web conferencing and electronic means as well as technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for our customers you are responsible for facilitating customer relationships with Support and providing expert advice and assistance to our customers and Oracle employees on a diverse range of customer situations and escalated issues.

Responsibilities

As a Principal Support Engineer within OCI Support you will serve as a senior technical authority specializing in the Oracle Database product family with a focus on both Database Administration and Content Management product areas. Recognized across Oracle partners and customers as an expert in large enterprise Oracle Database Administration and maintenance you ensure the highest levels of customer satisfaction through advanced troubleshooting solution delivery and proactive risk mitigation.

You will deliver high-impact post-sales support to a diverse customer base acting as a subject matter expert while adapting to OCIs evolving support standards and tooling.

Note: This role includes regular coverage of different U.S. shifts as per business needs including a late shift of 12pm CT 9pm CT.

Key responsibilities include:

• Serve as a primary technical point of contact delivering advanced Oracle Database technical support over phone web conferencing and chat often involving complex issue troubleshooting.
• Support mission-critical escalations and serving as a trusted technical mentor for less experienced team members.
• Implement and maintain automated diagnostic tools and knowledge base articles to facilitate issue prevention and rapid resolution.
• Collaborate closely with engineering development and cross-functional support teams to resolve systemic issues provide feedback on product improvements and drive long-term reliability and customer satisfaction.
• Set up test cases to reproduce customer environments in-house conducting root cause analysis and delivering robust solutions sometimes via on-site customer visits.
• Maintain effective communication with customers displaying strong interpersonal skills and ensuring technical concepts are conveyed clearly and professionally.

Required Qualifications:

• 8 years of experience in large enterprise Oracle Database Administration maintenance and implementation.
• BS/MS degree in Computer Science Management Information Systems Engineering Math or a related field.
• Oracle DBA certification is a plus.
• Excellent communication skills are required as this role interact directly with customers over phone web conferencing and chat tools.
• Analytical thinking and effective problem-solving in high-pressure customer-facing scenarios.

Required Technical Skills:

• Deep expertise with Oracle Database fundamentals architecture and advanced concepts.
• Extensive hands-on experience in Oracle Database administration including installation upgrades configuration and ongoing maintenance.
• Strong working knowledge of Unix Linux and Windows operating systems.
• Proficiency in Oracle SQL and PL/SQL including query development programming and performance tuning.
• Experience with Database user processes database startup/shutdown storage and transaction management scheduler and globalization concepts.
• Ability to set up customer test cases and troubleshoot complex technical issues effectively.

Preferred Technical Skills:

• Understanding of XML JSON Text-Based Searching and Spatial Concepts.
• Knowledge of DB networking Oracle Cloud and related cloud technologies.
• Experience with RAC Data Guard and standby environments.

Qualifications
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 $30.87 to $67.88 per hour; from: $64200 to $141200 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 Oracles 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:
1. Medical dental and vision insurance including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. 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 - IC4