Company Overview

Oracle Corporation is a global leader in enterprise cloud computing and database software, empowering businesses worldwide with innovative solutions that drive digital transformation. With a commitment to excellence and customer success, Oracle continues to pioneer advancements in database technology, cloud infrastructure, and AI-driven applications. Join us in shaping the future of technology at one of the world's most admired software companies.

Position Overview

We are seeking a Customer Escalation Manager to join our Executive Escalation team within Database Development, based in Zapopan, Jalisco, Mexico. In this critical role, you will lead high-impact investigations into complex customer issues involving Oracle RDBMS, coordinating technical experts and driving resolutions under tight deadlines. This position offers the opportunity to collaborate with senior executives, influence product improvements, and make a direct impact on Oracle's premier customers. If you thrive in high-pressure environments and possess deep technical expertise, this is your chance to lead and innovate at Oracle.

Key Responsibilities

• Lead end-to-end investigations for executive-level customer escalations related to Oracle RDBMS performance, stability, and functionality issues.
• Coordinate cross-functional teams, including developers, support engineers, and product managers, to diagnose and resolve complex technical problems.
• Act as the primary point of contact for customers and internal stakeholders, providing timely updates and managing expectations during escalations.
• Analyze diagnostic data, logs, and traces to identify root causes and recommend actionable solutions.
• Drive post-resolution reviews to capture lessons learned and propose process or product enhancements.
• Collaborate with senior executives to escalate critical issues and align on resolution strategies.
• Develop and maintain escalation documentation, including timelines, action plans, and outcome reports.
• Monitor ongoing customer health post-resolution to prevent recurrence of issues.
• Contribute to the continuous improvement of Oracle's escalation processes and tools.
• Mentor junior team members on investigation techniques and customer communication best practices.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• 8+ years of experience with Oracle RDBMS, including installation, configuration, tuning, and troubleshooting.
• Proven track record in customer-facing technical roles, such as support engineering or escalation management.
• Strong problem-solving skills with experience leading technical investigations under pressure.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with executives and customers.
• Experience coordinating cross-functional teams in fast-paced, high-stakes environments.
• Deep knowledge of database internals, SQL optimization, and performance diagnostics.
• Ability to work independently and make sound decisions with limited information.

Preferred Qualifications

• Oracle Certified Professional (OCP) or equivalent certification in Oracle Database administration.
• Experience with Oracle Cloud Infrastructure (OCI) or other cloud database services.
• Advanced scripting skills in SQL, PL/SQL, Python, or shell scripting for automation.
• Prior experience in software development or quality assurance for database products.
• Fluency in English and Spanish, with strong presentation skills for global teams.

What We Offer

• Competitive salary and performance-based incentives aligned with Oracle's global standards.
• Comprehensive health, dental, and vision insurance coverage for you and your family.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Professional development opportunities, including certifications, training, and tuition reimbursement.
• Flexible work arrangements with hybrid options in our modern Zapopan office.
• Employee stock purchase plan and retirement savings with company matching.

About the Team

The Executive Escalation team in Database Development is a dynamic group of technical leaders dedicated to resolving the most challenging customer issues for Oracle's flagship RDBMS products. We work closely with product engineering, customer success, and executive leadership to ensure unparalleled customer satisfaction. Join a collaborative, high-energy team that values innovation, accountability, and making a tangible difference for Oracle's global customer base.