As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).
If you are a Colorado resident, Please Contact us or Email us at [email protected] to receive compensation and benefits information for this role. Please include this Job ID: 183231 in the subject line of the email.
Primary Focus:
Interface between Oracle and key customers who are experiencing escalated technical problems that impacting business operations. Assures the highest level of customer satisfaction by containing executive escalation and coordinating an action plan to return the customer to a stable state.
Distinguishing Characteristics:
Solid understanding of Oracle’s technology and products and an in-depth knowledge of associated support services. Completes assigned duties independently while advising management of the progress/status. This individual does short term project management type work to coordinate resolution of escalated issues for identified customers. This may involve more than one Product Support and Development group. They respond to situations where first line product support has not been successful in resolving critical issues reported by the customer and the situation reaches executive level within both the customer and Oracle.
Examples of Duties:
Knowledge & Skills
Professional:
Qualifications: