Senior Platform Software Engineer

Oracle•Nashville, TN

About The Position

The Senior Platform Software Engineer will work on Oracle’s AI for Support team, which uses generative AI agents in chat and support ticketing to help customers resolve issues through self-service and provide support engineers with timely insights. The role focuses on designing, developing, and enhancing backend services and customer-facing features for a next-generation customer support chat platform. It includes building scalable chat, ticketing, and live-agent workflows integrated with enterprise reporting, forecasting, and data platforms, as well as APIs, data models, and service integrations for AI-assisted capabilities such as knowledge retrieval, response suggestions, conversation summaries, and support-resource routing. The engineer will own defined platform components and API contracts, contribute to technical design and code reviews, test and troubleshoot services, and use customer feedback, incidents, and telemetry to guide improvements. The role also supports secure coding, CI/CD, observability, maintenance, upgrades, vulnerability remediation, and production readiness. The position requires independently managing work and collaborating across teams to deliver reliable, secure, measurable, and useful services for customers and support teams.

Requirements

Experience designing and developing software, systems, and services aligned with established system architecture.
Working knowledge of software architecture decisions and best practices.
Experience developing software features and enhancements and documenting software designs and code.
Experience debugging and troubleshooting moderately complex software issues and developing fixes.
Experience implementing functional and non-functional testing, quality assurance, logging, monitoring, and observability.
Experience profiling and optimizing code performance.
Experience troubleshooting API functionality and integration and implementing API versioning, lifecycle, and interoperability strategies.
Experience implementing performance optimization and scalability strategies.
Ability to investigate customer issues and product maintenance problems and collaborate on short- and long-term solutions.
Knowledge of secure coding practices, development standards, and vulnerability remediation.
Ability to independently manage work, timelines, and deliverables; analyze information from multiple sources; and escalate more complex issues as appropriate.
Ability to collaborate across teams, communicate effectively, learn continuously, and contribute to knowledge sharing.

Responsibilities

Design, develop, and enhance backend services and customer-facing features for a next-generation customer support chat platform.
Build scalable chat, ticketing, and live-agent workflows with integrations to enterprise reporting, forecasting, and data platforms.
Develop APIs, data models, and service integrations for AI-assisted experiences, including knowledge retrieval, response suggestions, conversation summarization, and routing to support resources.
Own a bounded platform component and evolve its contracts for multi-tenant use.
Debug across a limited-service graph and develop compatibility-safe remediation plans.
Implement resilience and capacity patterns and document adoption guidance for team consumers.
Design software solutions, identify requirements, and develop features and enhancements in line with design specifications.
Participate in and lead code reviews in designated areas; contribute to software development lifecycle improvements.
Test software, troubleshoot moderately complex issues, and implement fixes, quality assurance, logging, monitoring, and observability.
Profile and optimize performance and address API functionality, integration, versioning, lifecycle, and interoperability issues.
Design and develop software aligned with the predefined system architecture and implement performance and scalability strategies.
Collaborate with teams and customers to investigate issues, resolve defects, communicate solutions, and suggest product enhancements based on feedback.
Follow development practices and coding standards and implement secure coding practices.
Perform system maintenance, upgrades, patching, automation, testing, and debugging to support service availability, health, and reliability.
Independently manage deliverables and timelines, prioritize work, and adapt to changes in resources or schedules.
Collaborate across teams, understand stakeholder and customer needs, and contribute to knowledge sharing and continuous improvement.
Stay current with industry trends and best practices and seek feedback and training to build skills.