Job Description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

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).
Looking for an Engineer who understands, analyze and communicates issues surrounding database (ExaCS, DBaaS,…) related incidents and Service Requests as new platforms (X9) and new database services are being rolled out in any Cloud Platform. The Candidate should communicate with the customer about changes, incidents and improvements including getting visibility into ExaCS service teams to drive improvements in speeding up support of incidents and delivering accurate information on a timely basis. Customer Support Responsibilities:
Communications (In English and/or Japanese) – Weekly and ad hoc meetings based on operational issues, support issues, major incidents, training, or initiatives.
Incident management – Ensure that NRI incident processes are defined, documented, implemented, and continuously train the team on incident management to improve:

• Incident detection
• Information gathering and recording
• TOS:IM and service team collaboration during active incidents
• Information quality to satisfy NRI’s regulatory compliance requirements
• Documentation and documentation lifecycle management

Change – Actively monitor all changes, report status, and escalations to customer as necessary. Due to unique customer requirements for change management there is a high workload for "impactful" changes that includes high touch communication and approvals for each item with the customer, etc. Major Incidents – Actively engage in all Major Incidents, monitor, report, retrospective and track follow up actions.