Senior Support Engineer, Product Data Quality & Resolution

Oracle•Houston, TX

About The Position

The Senior Support Engineer investigates and resolves complex product-data issues that prevent hardware from being successfully onboarded into Oracle data centers. Serving as a technical point of contact for operational support, the role works with Oracle’s global manufacturing partners, Product Engineering, Data Centre Operations, and other engineering teams to investigate technical issues, identify root causes, and resolve critical operational incidents. The engineer manages investigations, recommends corrective actions, and identifies systemic improvements; implementation of product or process changes is handed off to the appropriate Product Engineering or Program Management teams. The position supports a global operational environment and participates in a follow-the-sun support model, including scheduled weekend and after-hours coverage as required. It prioritizes issues by business impact, urgency, and data-center onboarding risk; tracks investigations and follow-up through completion; and produces investigation reports, root-cause analyses, technical documentation, and knowledge articles. The role is based in Houston, Texas; Austin, Texas; or Nashville, Tennessee.

Requirements

Strong analytical, investigative, and root-cause analysis skills.
Experience writing SQL queries for technical investigation and data analysis.
Strong Microsoft Excel skills for data analysis and reporting.
Ability to read and interpret XML and JSON.
Experience working with REST APIs and related data sources.
Basic Python programming skills for data analysis and automation.
Understanding of data validation and product-data quality principles.
Familiarity with server and rack-level hardware, configuration, and topology.
Understanding of Product Bills of Materials (BOMs) and parent-child component relationships.
Ability to coordinate technical investigations across multiple teams and geographic regions.
Excellent written and verbal communication skills.
Confidence communicating with technical teams and senior leadership.
Strong organizational and prioritization skills.
Ability to perform effectively under pressure while managing multiple concurrent investigations.
Experience identifying and recommending systemic improvements that reduce recurring operational issues.
Ability to collaborate effectively with globally distributed cross-functional teams.

Responsibilities

Investigate and resolve complex product-data issues affecting hardware onboarding into Oracle data centers.
Monitor, prioritize, and respond to technical support tickets in the operational support queue.
Triage technical issues, identify root causes, and determine appropriate resolution paths.
Work with global manufacturing partners to investigate product-data quality issues and verify measurable corrective actions that reduce recurrence.
Monitor daily manufacturing data feeds for data-quality issues and operational exceptions.
Conduct root-cause analysis, including writing SQL queries to examine database records and investigate non-standard issues.
Read and interpret XML and JSON data to identify missing, incorrect, duplicated, or improperly formatted product information.
Use REST services to retrieve, validate, and submit product data as needed.
Use Python, where appropriate, to analyze, transform, or validate data for investigations.
Coordinate investigations with Product Engineering, Manufacturing Engineering, Data Centre Operations, and other cross-functional teams.
Recommend corrective actions addressing underlying systems or processes and coordinate systemic improvement recommendations, transitioning implementation ownership to the appropriate teams.
Coordinate handoffs to responsible Product Engineers or operational teams when investigations require work at remote manufacturing or data-center locations.
Track investigations, recommendations, and follow-up activities through completion.
Prioritize issues according to business impact, operational urgency, and data-center onboarding risk, while managing competing priorities.
Create clear investigation reports, root-cause analyses, technical documentation, knowledge articles, troubleshooting documentation, and support best practices.
Identify opportunities to improve operational processes, workflows, and data quality.
Communicate investigation findings and updates to stakeholders, from engineering teams to senior leadership.
Participate in global follow-the-sun operational support, including scheduled weekend and after-hours coverage as required.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short-term and long-term disability
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
Flexible or accrued paid vacation, depending on employee eligibility and position
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
May be eligible for a bonus and equity