As a Technical Support Engineer within the Oracle Support organization, you will provide post-sales technical support for several distinct solutions running on a cloud-based big data platform. You will serve as a trusted technical resource for customers, investigating issues that span multiple applications, data pipelines, and repositories while helping customers successfully utilize Oracle products.
Success in this role requires strong analytical thinking, curiosity, and persistence. Many customer issues involve tracing the flow of data through multiple processing stages, validating data structures, identifying where unexpected behavior occurs, and collaborating across engineering and product teams to drive resolution.
You will work primarily from a support ticket queue while communicating regularly with customers through phone and email. You will be expected to manage multiple priorities, provide timely updates, and deliver a high level of customer satisfaction throughout the support lifecycle.
This role is well suited for individuals who are comfortable working with ambiguity, enjoy solving complex technical problems, and can independently investigate issues where the root cause is not immediately apparent.
Responsibilities
As a Technical Support Engineer, you will:
- Provide post-sales technical support for multiple cloud-based big data applications and services.
- Investigate customer-reported issues by validating the structure, movement, and integrity of data across various processing steps, services, and data repositories.
- Analyze complex data flows to identify the source of defects, unexpected behavior, or data inconsistencies.
- Troubleshoot production issues by researching logs, reviewing system behavior, and collaborating with development and product teams when necessary.
- Manage a queue of customer support tickets while meeting established service level expectations.
- Communicate professionally and effectively with customers via phone and email, providing regular updates and managing expectations throughout the support process.
- Document findings, resolutions, and knowledge that improve future support efficiency.
- Work independently on routine issues while collaborating with senior engineers on more complex investigations.
Contribute to continuous improvement of support processes and customer experience.
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Preferred Qualifications
Candidates who are successful in this role will typically have experience with many of the following:
- Strong analytical and troubleshooting skills with the ability to investigate complex technical issues.
- Experience writing and troubleshooting SQL queries to analyze and validate data.
- Experience supporting cloud-based applications or distributed data platforms.
- Familiarity with big data technologies, data processing pipelines, or data warehouse concepts.
- Experience supporting Electronic Medical Record (EMR/EHR) systems or healthcare technology solutions is highly desirable.
- Excellent written and verbal communication skills with a customer-first mindset.
- Ability to prioritize multiple customer issues in a fast-paced support environment.
- Comfortable working in situations with incomplete information and ambiguity while driving issues toward resolution.
- Bachelor's degree in Computer Science, Information Systems, Engineering, Healthcare Informatics, or equivalent practical experience.
