Senior Support Engineer
Core
Provide technical support, troubleshooting, and training for Oracle products while building customer relationships and improving support processes.
Role type
Senior Support Engineer (Oracle Products)
Builds
Customer support outcomes, troubleshooting guides, Knowledge Base articles, and improved support workflows
Domain
Enterprise Software / Database (Oracle)
Deliverable
client delivery | dashboards & analysis
Required skills
Technical troubleshooting, customer relationship management, training delivery, root cause analysis, documentation, automation tooling, stakeholder consultation, independent work management
Preferred skills
AI-assisted support methods, cross-functional collaboration, process improvement, performance metric analysis
Technologies
Oracle, AI Support
Responsibilities
Serve as primary point of contact for customers via phone, electronic, and in-person channels; troubleshoot and resolve moderately complex technical issues for Oracle products; prepare and deliver training for new releases and feature updates; research, reproduce, and test advanced technical problems; create troubleshooting guides and Knowledge Base articles; consult with internal teams on complex customer and technical matters; use automation and tooling to identify root causes and recommend process improvements; monitor personal and team support performance metrics; provide on-site technical assistance for complex cases when required
Seniority
Senior, hands-on IC
