Senior Support Engineer

As a Senior Support Engineer, you will serve as the primary technical interface for enterprise customers, partners, and internal Oracle teams, providing expert technical support for Oracle Integration Cloud (OIC) and related Oracle Cloud Infrastructure (OCI) technologies. You will troubleshoot and resolve complex technical issues, provide guidance on product configuration and best practices, and help customers maximize the value of Oracle's cloud solutions.

In this role, you will support customers across different regions, requiring professional fluency in English. You will collaborate closely with Oracle Product Development, Cloud Operations, and global engineering teams to investigate product issues, identify root causes, validate fixes, and improve product quality and customer experience.

As a senior member of the Global Product Support organization, you will demonstrate deep technical expertise across Oracle Integration Cloud, Oracle Cloud Infrastructure, and enterprise integration technologies. You will work independently on complex customer issues and critical customer escalations as needed.

This position requires strong analytical and troubleshooting skills, sound technical judgment, and the ability to manage multiple high-priority customer issues with minimal supervision while consistently delivering exceptional customer support.

Responsibilities

As a member of the Support organization, your focus is to deliver post-sales support and solutions to Oracle customers while serving as an advocate for customer needs. 

Responsibilities

• Provide customer and system support for Oracle Integration Cloud (OIC), including Oracle Process Automation Cloud.
• Troubleshoot and analyze issues across Oracle Cloud Infrastructure (OCI) services, including Compute, Storage, Virtual Cloud Network (VCN), Autonomous Transaction Processing (ATP), and Identity Domains.
• Collaborate with Oracle Fusion Applications, Oracle Cloud Infrastructure, and Product Development teams to investigate and resolve customer issues.
• Provide technical support for Oracle Integration Cloud customers across global regions.
• Work directly with customers, delivering technical troubleshooting, issue analysis, and resolution through phone, web, and electronic support channels.
• Collaborate with global engineering, development, and support teams to resolve complex technical issues and improve customer satisfaction.
• Identify, reproduce, document, and escalate product defects while working closely with Development to drive timely resolution.
• Review internal knowledge articles, technical documentation, and external publications, providing feedback to improve product quality, documentation, and overall customer experience.
• Contribute to the creation and maintenance of technical knowledge articles, troubleshooting guides, and best practices to improve support efficiency.

About the company

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.