Senior Support Engineer, Product Data Quality & Resolution
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 drive timely resolution of critical incidents. The role manages technical investigations, recommends corrective actions, and identifies opportunities for systemic improvement. Implementation of product or process changes is handed off to the appropriate Product Engineering or Program Management teams after investigation and recommendations are complete. 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.
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.
- Perform technical triage, identify root causes, and determine resolution paths.
- Work with global manufacturing partners to investigate product-data quality issues and ensure corrective actions are measurable, verified, and help prevent recurrence.
- Monitor daily manufacturing data feeds for data-quality issues and operational exceptions requiring investigation.
- Conduct root cause analysis, including writing SQL queries to examine database records and investigate non-standard technical 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 where required.
- Use Python, where appropriate, to analyze, transform, or validate data supporting investigations.
- Partner with Product Engineering, Manufacturing Engineering, Data Centre Operations, and other cross-functional teams on technical investigations.
- Recommend corrective actions addressing underlying system or process issues, not just individual incidents.
- Coordinate recommendations for systemic improvements and transition implementation ownership to the appropriate Product Engineering or Program Management teams.
- Coordinate handoffs to the responsible Product Engineer or operational team when investigations require work at remote manufacturing or data centre locations.
- Track investigations, recommendations, and follow-up activities through completion.
- Prioritize issues according to business impact, operational urgency, and data center onboarding risk.
- Manage competing priorities in a fast-paced operational support environment.
- Produce investigation reports, root cause analyses, and technical documentation.
- Develop and contribute to operational knowledge articles, troubleshooting documentation, and support best practices.
- Identify opportunities to improve processes, workflows, and data quality based on investigation outcomes.
- Communicate with stakeholders at all levels, including engineering teams and senior leadership.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- 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
- Potential bonus and equity eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
