Principal Support Engineer

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.
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: