Principal Support Engineer

Oracle•United States,

3d•$69,400 - $148,300

About The Position

As a member of Oracle Support, the Principal Support Engineer delivers post-sales support and solutions to Oracle customers and advocates for their needs. The role resolves customer inquiries and technical questions about Oracle products and Electronic Support Services through phone, web conferencing, chat, and other electronic means. It serves as a primary customer contact and provides expert advice to Oracle employees on customer situations and escalations. The role is a senior technical authority specializing in the Oracle Database product family, with a focus on Database Administration and Content Management. It supports large enterprise database environments through advanced troubleshooting, solution delivery, and proactive risk mitigation, adapting to evolving support standards and tools. The role may include regular late-shift coverage, with a choice of 11 a.m.–8 p.m. MT or 12 p.m.–9 p.m. MT. Some work may involve on-site customer visits. The listed U.S. hiring range is $69,400–$148,300 per annum, with possible bonus and equity eligibility. Oracle describes its benefits package as including insurance, retirement savings, paid leave, and other employee programs.

Requirements

At least 10 years of experience in large enterprise Oracle Database administration, maintenance, and implementation.
A BS/MS degree in Computer Science, Management Information Systems, Engineering, Math, or a related field, or equivalent years of experience.
Deep expertise in Oracle Database fundamentals, architecture, and advanced RDBMS concepts.
Extensive hands-on Oracle Database administration experience, including installation, upgrades, configuration, and ongoing maintenance.
Experience with database configuration, user processes, startup and shutdown, storage management, and transaction management.
Strong working knowledge of Unix, Linux, and Windows operating systems.
Proficiency in Oracle SQL and PL/SQL, including query development, programming, and performance tuning.
Ability to set up customer test cases and troubleshoot complex technical issues.
Excellent customer-facing communication skills, including interaction by phone, web conferencing, and chat.
Analytical thinking and effective problem-solving in high-pressure customer-facing situations.

Nice To Haves

Oracle DBA certification.
Knowledge of DB Scheduler and globalization concepts.
Knowledge of operating system concepts.
Experience with RAC, Data Guard, and standby environments.
Knowledge of database networking, Oracle Cloud, and related cloud technologies.
Previous work experience at Oracle Support.

Responsibilities

Serve as the primary technical point of contact and deliver advanced Oracle Database support by phone, web conferencing, and chat.
Handle complex troubleshooting and support mission-critical escalations.
Serve as a trusted technical mentor to less experienced team members.
Implement and maintain automated diagnostic tools and knowledge base articles to help prevent issues and speed resolution.
Collaborate with engineering, development, and cross-functional support teams to resolve systemic issues, provide product-improvement feedback, and improve reliability and customer satisfaction.
Set up in-house test cases that reproduce customer environments, conduct root cause analysis, and deliver robust solutions; this may include on-site customer visits.
Communicate effectively with customers and explain technical concepts clearly and professionally.
Provide expert advice and assistance to Oracle employees on customer situations and escalated issues.

Benefits

Medical, dental, and vision insurance, including expert medical opinion.
Short-term and long-term disability insurance.
Life insurance and AD&D.
Supplemental life insurance for employees, spouses, and children.
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, including flexible or accrued vacation depending on employee eligibility.
11 paid holidays.
Paid sick leave.
Paid parental leave.
Adoption assistance.
Employee Stock Purchase Plan.
Financial planning and group legal benefits.
Voluntary auto, homeowner, and pet insurance.