Principal Technical Support Engineer
4 days ago
As a key member of the Oracle Support team, we are seeking a highly skilled Principal Technical Support Engineer to join our ranks. This role will be responsible for providing strategic technical support to our customers, ensuring the highest level of satisfaction and resolving complex technical issues.
Responsibilities- Manage and resolve Service Requests logged by customers on Oracle products, contributing to proactive support activities according to product support strategy and model.
- Own and resolve problems, managing customer expectations throughout the Service Request lifecycle in accordance with global standards.
- Maintain product expertise in High Availability and GoldenGate suite.
- Work towards adopting and contributing to new processes and tools, such as OWC, diagnostic methodology, health checks, scripting tools, etc.
- Participate in proactive knowledge activities.
- Collaborate with development on product improvement programs, including testing and BETA programs as required.
- Operate within Oracle business processes and procedures.
- Respond and resolve customer issues within key performance indicator targets.
- Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug-related Service Requests.
- The ideal candidate should have a degree or equivalent experience in Computer Science/Management Information Systems/Science/Engineering/Math/Physics.
Proven professional and technical experience, with a strong background in High Availability products and strategy, GoldenGate products and strategy, and resolving database issues involving DataGuard and Failsafe, Backup and Recovery, Recovery Manager (RMAN), and Data Corruption.
Excellent verbal and written skills in English, with good analytical reasoning skills and lateral thinking capability. Excellent customer focus and customer handling skills, with a willingness to work on weekend shifts and as part of a globally distributed team.
Results-oriented, with a strong focus on delivering high-quality results and exceeding customer expectations.
Oracle is an Equal Employment Opportunity Employer, committed to diversity and inclusion. We welcome applications from qualified candidates with disabilities and will provide reasonable accommodations throughout the employment process.
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