Oracle - Lansing, MI
posted 4 months ago
As a Principal Support Engineer at Oracle, you will be a vital member of the Support organization, focusing on delivering exceptional post-sales support and solutions to our customer base. Your primary role will involve resolving non-technical customer inquiries and providing technical support for our Electronic Support Services. You will serve as a key point of contact for customers, facilitating relationships with the Support team and offering guidance to internal Oracle employees on complex customer situations and advanced issues. Your expertise will be crucial in ensuring the highest level of customer satisfaction, as you will be responsible for diagnosing, documenting, and resolving customer issues using automated technology and instrumentation. In this role, you will be expected to address extremely complex and critical customer issues, often requiring on-site visits. You will work both independently and as part of a team, providing direction and mentoring to others. The work is non-routine and complex, demanding advanced technical and business skills in your area of specialization. You will be part of a team that troubleshoots and resolves highly complex technical issues related to Oracle Database and Exadata, with a focus on Cloud technologies. Your ability to work effectively with customers, other support engineers, and developers will be essential in delivering a superior ownership experience. The ideal candidate will have a strong background in database administration, particularly with Oracle products, and will be fluent in both Japanese and English. You will have the opportunity to become an expert in Database, Exadata, and Cloud technologies, and will be recognized as an authority in your role. Your responsibilities will include participating in weekend rotations, driving improvements in product quality, and consulting with management on critical customer situations. You will also contribute to knowledge transfer through training and mentoring, and actively participate in initiatives that enhance overall product and documentation quality.