Principal/Senior/Software Engineer (PSE/SSE/SE)

As a Sr. Support Engineer at Oracle, you will be a vital member of the Support organization, dedicated to providing post-sales support and solutions to our valued customers. Your primary goal will be to address post-sales non-technical customer inquiries via phone and electronic channels, as well as tackle technical questions related to the use and troubleshooting of our Electronic Support Services. You will serve as a key point of contact for customers, fostering strong relationships and acting as an advocate for their needs. Moreover, you will offer guidance and support to internal Oracle employees on a wide range of customer scenarios and escalated issues. In this role, you will act as the technical interface between customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs) to resolve problems associated with the installation, maintenance, and utilization of Oracle products. It is essential to have a comprehensive understanding of all Oracle products within your expertise, coupled with in-depth knowledge of multiple products and platforms. Your extensive experience in various platforms will enable you to carry out your responsibilities autonomously, with minimal supervision from management, while researching and devising effective solutions to customer challenges. Your responsibilities will include providing exceptional customer experiences during every interaction, whether through phone calls or emails, ensuring a professional approach to issue resolution. Efficient incident management and adherence to metric quotas will be crucial aspects of your role, along with analyzing and prioritizing customer-reported issues. You will also be expected to serve as a knowledgeable resource for the Fusion Human Capital Management (HCM) team, recommending solutions based on your technological expertise and validating issues transferred to R&D. Qualifications for this position include a Bachelor's degree in computer science or a related field, at least 4 years of experience in a product support environment, proficiency in SQL and Oracle databases, and strong technical problem-solving skills. Exceptional research abilities, excellent written and verbal communication skills, familiarity with CRM systems, and multilingual capabilities (English/French/Spanish/German) are desired attributes. Your role will involve developing and enhancing internal support processes, maintaining documentation of incidents, and ensuring compliance with Service Level Agreements. Joining Oracle means becoming part of a global leader in cloud solutions that values diverse perspectives and backgrounds. We are committed to fostering an inclusive workforce that encourages innovation and creativity. Our employee benefits prioritize work-life balance, offering competitive medical, life insurance, and retirement options. We also support community engagement through volunteer programs and strive to create a workplace that accommodates individuals with disabilities. If you require accessibility assistance, please contact us at +1 888 404 2494, option one. Please note that Oracle is an Affirmative Action Employer in the United States. We are dedicated to creating a workplace that embraces diversity and promotes equality for all employees.,