Advanced support engineer for CSS
(Cloud technologies, Database and Middleware)

Oracle Customer Success Services provides customers with highly personalized, advanced premium
support and services across the full spectrum of Oracle products and technologies.

The Advanced Support Engineer is responsible for delivering a wide range of services, including:

• Expert-level consulting and advisory engagements
• Architectural design, implementation, and configuration
• Support for customer Cloud infrastructure, Database and Middleware environments
• Modernization initiatives, including upgrades and migrations to the latest cloud platforms
• Resolution of complex technical issues and proactive prevention measures
This role requires strong technical depth, customer-facing communication skills, and the ability to drive
outcomes across diverse environments and stakeholders.

Responsibilities:

1. Manage customer escalations and expectations, ensuring the timely delivery of high-quality resolutions
to technical issues, with a focus on root cause analysis and prevention.
2. Develop and implement strategies for proactive support that reduce incident volume, increase
availability, and accelerate deployments.
3. Communicate with enterprise customers via phone, written correspondence, and electronic channels
to identify and resolve technical issues in Oracle Cloud/Middleware/Database products.
4. Leverage all available Oracle resources to advise and consult on best practices for using Oracle
products, helping customers avoid future issues.
5. Educate customers and guide them through the problem-solving process.
6. Apply Oracle diagnostic methodologies and procedures when handling and documenting technical
issues, ensuring compliance with Support processes, policies, and SLAs.
7. Collaborate on cross-team and cross-product technical issues by working with resources from other
groups (e.g., Product Support, Product Development).
8. Research product features and stay current on new releases, functionalities, and related technologies
to maintain product expertise.

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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.

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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.

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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. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor's and Master's degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle's core products, applications, and tools.

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Requirements

1. Minimum 6 years of experience as an Oracle Database engineer (DBA) or Middleware engineer, with
solid exposure to Oracle Cloud (experience with other cloud providers is also valued).
2. Extensive knowledge and proven troubleshooting experience across Cloud Technologies, Database
and Middleware.
3. Advanced skills in RAC, ASM, performance tuning, high availability (HA), and backup and recovery.
4. Experience with Oracle Engineered Systems and Golden Gate replication is desirable.

5. Hands-on cloud administration experience.
6. Hands-on experience with WebLogic Server, Coherence, and Web Tier.
7. Knowledge in at least one of the follow product areas:
a. Identity Management
b. SOA Suite
c. WebCenter
d. Business Intelligence technologies
e. Forms & Reports, APEX, ADF, Java EE
8. Experience with Database and/or Middleware product upgrades, migrations, installations, and
patching.
9. Ability to quickly grasp complex technical concepts.
10. Knowledge of and experience administering engineered systems such as Exadata and ZDLRA.
11. Willingness to work in shifts and on weekends.
12. Strong problem-solving skills, with a focus on quality and engineering excellence at scale. You must be
able to identify, analyze, diagnose, and troubleshoot complex problems using appropriate tools under
constraints, while maintaining the highest level of professionalism and customer satisfaction.
13. Strong customer-centric mindset and passion for Service Support, including providing preventive
support and proactive guidance.
14. Excellent interpersonal, verbal, and written communication skills in English.
15. Ability to work with minimal supervision; self-motivated, self-directed, and proactive in collaborating
with team members locally and globally across time zones.
16. Bachelor’s degree in Computer Science, Engineering, a related field, or equivalent experience.