Principal Support Engineer

Oracle•Nashville, TN

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 our customers and Oracle employees on a diverse range of customer situations and escalated issues. Responsibilities As a Principal Support Engineer within OCI Support, 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 OCI’s evolving support standards and tooling. Note: This role includes regular coverage of different U.S. shifts as per business needs including a late shift of 12pm CT – 9pm CT.

Requirements

8+ 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.
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.
Deep expertise with Oracle Database fundamentals, architecture, and advanced concepts.
Extensive hands-on experience in Oracle Database administration, including installation, upgrades, configuration, and ongoing maintenance.
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, database startup/shutdown, storage and transaction management, scheduler, and globalization concepts.
Ability to set up customer test cases and troubleshoot complex technical issues effectively.

Nice To Haves

Oracle DBA certification is a plus.
Understanding of XML, JSON, Text-Based Searching and Spatial Concepts.
Knowledge of DB networking, Oracle Cloud, and related cloud technologies.
Experience with RAC, Data Guard, and standby environments.

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
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