Lead Principal Support Engineer -Life Sciences

Oracle•United States,

2d•$83,500 - $187,000

About The Position

As a member of the Support organization, you will be the primary point of contact for customers, providing technical assistance via phone and web portals. You will troubleshoot Oracle Life Sciences Safety products, ensuring high-quality support while adhering to industry regulations and Oracle’s customer service standards. Our team operates around the clock to adapt to customer needs, ensuring continuous success and patient safety.

Requirements

6-10 years of experience in technical support or technical consulting.
Strong problem-solving skills, excellent time management, and a customer-focused mindset.
In-depth understanding of Drug Safety and Pharmacovigilance regulations and processes.
Hands-on experience with Oracle Argus Safety and/or Empirica Signal.
Proficiency in Windows, Unix, and Linux operating systems.
Expertise in UNIX scripting, XML, JavaScript, Oracle SQL, PL/SQL, and Oracle databases.
Ability to thrive in a fast-paced, evolving business environment.
Excellent verbal and written communication skills.

Responsibilities

Diagnose and resolve technical issues related to Oracle’s Life Sciences Safety products.
Analyse databases, review technical design specifications, and replicate reported issues.
Manage high-priority customer interactions and provide solutions within defined SLAs.
Work closely with cross-functional teams and global colleagues to resolve complex cases.
Identify and document system defects, implement creative workarounds, and contribute to knowledge management.
Manage complex external customer relationships with a high degree of variability.
Influence customer support strategy focusing on value achievement and targeted outcomes.
Develop complex continuous improvement strategies.
Act as the single point of contact for cross-organizational support escalations.
Provide support processes expertise and advise on expectations for both internal stakeholders and external clients.
Contribute to internal team value and improvements.

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