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Job DescriptionAs 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.As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiriesus@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 176426 in the subject line of the email.ResponsibilitiesHave you previously been a support engineer, escalation/program/people manager? Is your desired career path that of a Manager/Director/Data Scientist? If so, this is the experience you’ve been seeking. As the Domain Practice Manager, you will represent an organization of 200, on behalf of the VP of Storage, Virtualization, and Operating Systems Customer Support. The SVOS team supports SW and HW, both on-premise and cloud based. You will provide business practices/processes, and develop, communicate, and train the organization. You will improve operational efficiency, consistency, and compliance in support of the organization's tactical business objectives. Your technical skills will be utilized to communicate to engineers, create product accreditation(s), and lead technical projects to improve support. You will assist the team in achieving our key performance objectives, while gaining first-hand experience with the organization from engineers to Senior VPs.ResponsibilitiesIn the Storage and virtualization organization, our team serves as a nexus point for defining, scaling, and improving operational and support processes. The successful candidate will work alongside the Vice President, with engineers and management team, to analyze and improve our business in an ongoing fashion. You will become a trusted advisor and representative for our business, helping understand the key drivers of business performance and suggesting course corrections.Additionally, the ideal candidate will:Communicate with clarity - comfortable working with all levels of the organization
Approach business and life with high levels of curiosity
Drive adhoc programs and the achievement of KPIs
Develop a strong understanding of all the major products and components of the business and Oracle internal data sources
Develop and deliver presentations for leaders
Identify new and better ways of doing things and create a plan to execute them
Manage a business cadence
Display intermediate-level Microsoft Excel, PowerPoint and Confluence skills
Key Skills required:Creative and analytical problem solver who understands the Support Engineer role through experience
Strong organizational skills and with the ability to multi-task and prioritize well in a dynamic work environment and has a passion for operational excellence
Ability and experience using data and metrics to tell a story and drive decisions
Must be comfortable working in very ambiguous situations, effectively showing diligence and perseverance with partner teams and the ability to create alignment without direct management authority
Strong analytical and interpersonal skills – ability to ask the right questions, analyze data, and bias for action
Successful record of using program management, building and improving operational processes and procedures, ability to drive program efficiency and high levels of customer satisfaction
Solid writing and presentation skills, and the ability to articulate complex, and technical concepts to cross functional audiences
About UsDiversity and Inclusion:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.Disclaimer:Oracle is an Equal Employment Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Which includes being a United States Affirmative Action Employer
