Overview

As a Principal Technical Support Engineer in Oracle's Support organization, you will deliver advanced post-sales support and solutions to our customer base. Serving as a key advocate for customer needs, you will troubleshoot complex issues and drive resolutions. Join us in Abilene, TX, to enhance customer satisfaction and product success.

Responsibilities

• Provide expert-level technical support for Oracle products, resolving complex customer issues.
• Analyze, diagnose, and troubleshoot software and hardware problems efficiently.
• Collaborate with engineering teams to escalate and resolve critical bugs or enhancements.
• Develop and maintain knowledge base articles, scripts, and support tools.
• Deliver proactive support through performance tuning and best practices guidance.
• Mentor junior support engineers and contribute to team knowledge sharing.
• Engage with customers via phone, email, and remote sessions to ensure satisfaction.
• Monitor support metrics and drive continuous improvement in response times.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field; advanced degree preferred.
• 8+ years of experience in technical support, with 5+ years on Oracle products.
• Deep expertise in Oracle Database, Cloud Infrastructure, or Fusion Applications.
• Strong programming skills in SQL, PL/SQL, Java, or Python.
• Excellent problem-solving abilities and customer-facing communication skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and employee stock purchase plan.
• Generous PTO, paid holidays, and flexible work options.
• Professional development, tuition reimbursement, and wellness programs.