Principal Technical Support Engineer

Oracle•Abilene, TX

About The Position

As a member of the 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 non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. The Principal Technical Support Engineer serves as a proactive technical authority responsible for ensuring the highest levels of customer satisfaction through advanced troubleshooting, solution implementation, and risk mitigation. This role is recognized across Oracle, partners, and customers as a top-tier expert in complex, open-systems environments. The engineer will develop and contribute to automated diagnostic tools, instrumentation, and knowledge assets to prevent and resolve customer issues. They will play a critical role in GPU and server diagnostics, early-stage hardware validation, and new product deployment. The position requires deep collaboration with engineering, development, manufacturing partners, and cross-functional support teams to address systemic issues and drive long-term product reliability. This role requires the ability to lift 30 pounds.

Requirements

ability to lift 30 pounds

Responsibilities

delivering post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs
resolving post-sales non-technical customer inquiries via phone and electronic means
resolving technical questions regarding the use of and troubleshooting for our Electronic Support Services
facilitating customer relationships with Support
providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues
ensuring the highest levels of customer satisfaction through advanced troubleshooting, solution implementation, and risk mitigation
develop and contribute to automated diagnostic tools, instrumentation, and knowledge assets to prevent and resolve customer issues
play a critical role in GPU and server diagnostics, early-stage hardware validation, and new product deployment
deep collaboration with engineering, development, manufacturing partners, and cross-functional support teams to address systemic issues and drive long-term product reliability

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