Principal Support Engineer

Job Description
Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving complex issues encountered with assigned Oracle product(s). Conducts and mentors others to conduct training for new product releases and/or functionality updates to existing products, and contributes to the development of automation to diagnose and solve complex technical issues. Partners with internal teams to report and contribute to the resolution of design, reliability, and maintenance issues and provide code-level details, test cases, and feedback and testing on solutions, and/or address coding errors, with senior guidance. Maintains service request and/or product documentation, ensures documentation is up to date, and creates Knowledge Base articles and/or troubleshooting guides for non-routine events and/or resolved issues. Provides expert consultation to internal teams and stakeholders on diverse and complex customer situations and technical issues. Leverages automation/tooling (e.g., A.I. Assistance) to identify and investigate root causes and potential solutions to complex issues and identifies and drives the implementation of enhancements to existing support processes, workflows, guidelines, and best practices. Collaborates with management to contribute to product, process, and customer experience improvement initiatives.
Responsibilities
Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
Provides technical support to customers by answering technical questions, troubleshooting, and resolving complex issues related to assigned product(s).
Conducts and mentors others to conduct training for new product releases and/or functionality updates to existing products, providing advanced user guidance, as needed.
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
Contributes ideas and opportunities to the development of automation to diagnose and solve complex technical issues for assigned product area(s) reported by customers and ensure an immediate and long-term resolution.
Provides consultation to team members on resolving and communicating the resolution of complex customer technical issues efficiently and effectively.
Partners with internal teams to report design, reliability, and maintenance problems or bugs, recommends functionality enhancements to mitigate potential customer issues, provides code-level details, test cases, and feedback and testing on solutions, and/or addresses coding errors with senior guidance as needed.
Technical Support and Solution Delivery-Technical Support Documentation:
Documents activities taken on service request and/or product documentation and ensures documentation is up to date, leveraging troubleshooting guides and/or Knowledge Base articles on complex matters, through resolution.
Prepares and begins to review service request and/or product documentation, such as troubleshooting guides, and/or creates Knowledge Base articles for complex events and/or resolved issues.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
Maintains a thorough understanding of assigned Oracle product ecosystem(s) and customer environment(s) and broad understanding across all Oracle product ecosystems and customer environments in complex scenarios.
Provides expert consultation to internal teams and stakeholders on diverse and complex customer situations and technical issues.
Contributes technical knowledge within and outside of team and engages in cross-functional training, workshops, and collaborative projects and initiatives to support business processes and critical business initiatives.
Leverages experience and established network to effectively share information with stakeholders, and guides peers to relevant teams and stakeholders.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
Identifies and investigates root causes and potential solutions to complex issues, leveraging customer feedback and/or automation/tooling (e.g., A.I. Assistance).
Identifies and drives the implementation of enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.
Strategic Planning:
Collaborates with management to contribute to projects and initiatives for product, process and customer experience improvements.
Performance Monitoring and Management:
Reviews and executes own support service performance metrics and facilitates team's support service performance.
Additional Responsibilities (as Needed)
Vertical Lead:
Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team.
Proactively reviews cases, providing troubleshooting guidance and recommending next action items.
Assesses product-related issues and assists in technical reviews of issue drafts.
Identifies gaps in product knowledge and troubleshooting and problem-solving skills in the Vertical and facilitates trainings to address these.
Acts as the point of contact (POC) for specific products or features, ensuring that training content is up-to-date.
Leads discussion of case transfer and feature coordination between the Vertical and other teams or product areas.
Monitors knowledge base trends, gaps, and patterns across knowledge repositories.
Provides direction to co-Vertical Leads and Team Leads on how to accomplish department objectives. -Collaborates with Senior Managers and Vertical Manager to identify and promote process improvements.
Services Translation:
Provides translation services for technical and non-technical inquiries for products and services.
Leverages a deeper understanding of translation to service more niche and technical.
Provides complex verbal translations and assists with escalations.
Core Responsibilities
Planning & Execution:
Manages and coordinates moderately complex tasks, monitoring timelines and deliverables to ensure timely completion and adherence to requirements for a moderately-sized project or initiative. Efficiently delegates, monitors, and prioritizes work across multiple projects, providing technical oversight and adjusting plans to address shifts in resources or timelines.
Collaboration & Partnership:
Collaborates across the organization to align on expectations and achieve shared objectives. Leverages understanding of business leaders, stakeholders, and/or customers to ensure proposed solutions meet their needs. Supports inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.
Problem Solving:
Identifies and addresses moderately complex issues by analyzing a wide range of data and/or information to identify solutions in accordance with standard practices. Proactively escalates unresolved or critical issues with a thorough assessment and suggests potential solutions. Reviews, contributes to, and documents problem solving strategies.
Continuous Learning:
Pursues learning opportunities to expand knowledge and skills and/or tools in new areas and stays abreast of the latest industry trends and best practices. Proactively seeks and leverages ongoing feedback and training to improve skills. Coaches and mentors junior team members, fostering continuous learning and knowledge sharing within and across teams.
Continuous Improvement:
Develops ideas, recommends updates, and/or collaborates on the implementation of process improvements to increase the efficiency and effectiveness of processes, protocols, and workflows across teams, and evaluates the impact on key stakeholders. Solicits feedback from others on ideas for alternative approaches and methods for continued improvement.
Performance and Development:
Contributes to the talent development pipeline by participating in candidate interviews, assessing candidates, and providing hiring recommendations.
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.
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Work arrangement
Yes