Principal Software Engineer

As a member of the Support organization, your role is to provide post-sales support and solutions to Oracle's customer base, acting as an advocate for customer needs. This includes addressing non-technical inquiries via phone and electronic channels, as well as responding to technical questions related to the use and troubleshooting of Oracle's Electronic Support Services. As a key point of contact, you are responsible for building and maintaining strong customer relationships, while also offering guidance to internal Oracle teams on a variety of customer issues and escalations.

In the role of Principal Support Engineer, you will deliver high-level technical support aimed at ensuring maximum customer satisfaction. A key responsibility involves developing and leveraging automated tools, AI-powered diagnostics, and machine learning models to proactively identify, document, resolve, or prevent customer issues. You are expected to be a recognized expert in problem solving and issue prevention, frequently called upon to handle complex, high-impact customer challenges.

You will also contribute to the integration and deployment of AI solutions that enhance customer support workflows, including chatbots, predictive analytics, and intelligent case routing systems. Your ability to interpret and act on AI-driven insights will be critical to driving operational efficiency and improved customer experiences.

You serve as a leading individual contributor and team player, providing strategic direction and mentorship to others. The work is highly complex and non-standard, requiring the application of advanced technical and business knowledge in your area of expertise. Familiarity with AI/ML frameworks, data science practices, and cloud-based AI services is a plus.

The role typically requires 10+ years of experience and a bachelor's degree in Computer Science, Management Information Systems, Engineering, Mathematics, Physics, or Chemistry with a minimum 9.0 CGPA.

As a member of support organization, the job focus is to deliver high quality customer service to the Oracle database cloud customer base while serving as an advocate for the customer needs. The job profile involves resolving technical issues mostly raised by customers through the customer portal. The job responsibility includes:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve technical issues.
• Following standard operating procedures for proper engagement of internal and external stakeholders.

Oracle Database-as-a-Service

Oracle Database-as-a-Service (DBaaS) brings the power and versatility of the Oracle Database to the cloud. As a service offering built on top of Oracle Cloud Infrastructure, it integrates award winning Oracle database technologies such as the Oracle Autonomous Database, Oracle Exadata and Oracle Real Application Clusters (RAC) making them available to customers of all stripes both for Online Transaction Processing (OLTP) as well as Data Warehousing workloads.

References

Educational Qualification

• A degree in a relevant field from a recognized university
• B Tech / M Tech / BE / MCA / MSc or BSc Computer science

Required skills

Technical

Working Experience in Oracle Cloud Technologies - Oracle Cloud Infrastructure (OCI)

Work experience and in-depth knowledge in

• Oracle Cloud Infrastructure - Base Database Service.
• Autonomous Database - Shared/Dedicated.
• Backup Cloud Services.
• Oracle Database Autonomous Recovery Service - ARS
• ZDM (Zero Downtime Migration).
• Full Stack Disaster Recovery.

In-depth knowledge and working experience in Oracle Database Performance Tuning

• Troubleshooting performance issues
• Instance Tuning
• SQL Tuning

Good working knowledge of other Oracle Database Areas

• Backup and Recovery
• Dataguard
• Real Application Clusters, ASM

Experience in the following

• Operating System (various Unix & Linux flavors).
• Networking & Hardware.
• Virtualization

Customer Management

• Ability to understand customer problem and provide technical solution in timely manner.
• Ability to understand customer urgency and sensitivity of problem.
• Ability to speak confidently and communicate clearly with customer.
• Ability to work efficiently with a highly demanding customer.
• Ability to collaborate effectively with different stake holders - internal and external.
• Independent and self-motivated.

Work Experience

• 10+ years of experience in Administration/Troubleshooting/Maintenance of the Oracle Database.
• Working knowledge in Oracle cloud or any other leading cloud technologies.
• Oracle Database Performance Tuning - Instance and SQL Tuning.

Career Level - IC4