Principal Support Engineer
About The Position
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 internal Oracle employees on a diverse range of customer situations and escalated issues. As a Principal Support Engineer within Support Organization, 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 evolving support standards and tooling. Note: This role may include regular coverage of a late shift and is flexible for either 11am MT – 8pm MT or 12pm MT – 9pm MT, depending on your preference.
Requirements
- 10+ 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 or equivalent years of experience.
- Deep expertise with Oracle Database fundamentals, architecture, and advanced RDBMS concepts.
- Extensive hands-on experience in Oracle Database administration, including installation, upgrades, configuration, and ongoing maintenance. Database configuration, user processes, db startup/shutdown, Storage Management , 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.
- Experience with Database user processes, storage and transaction management, scheduler, and globalization concepts.
- Ability to set up customer test cases and troubleshoot complex technical issues effectively.
- 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.
Nice To Haves
- Oracle DBA certification is a plus.
- DB Scheduler, Globalization concepts
- Operating System concepts
- Experience with RAC, Data Guard, and standby environments.
- Knowledge of DB networking, Oracle Cloud, and related cloud technologies.
- Previous work experience at Oracle Support
Responsibilities
- 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.
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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Principal
