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 within Oracle for customer needs. This involves resolving post-sales functional and technical issues by performing troubleshooting, analysis and debugging within application and infrastructure layers for functional and performance related issues arising out of application or infrastructure causes. As a Senior Technical Applications Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. This would include tasks such as reviewing software programs for commercial or end user applications and on occasion suggesting code modifications.

In this role you will serves as a technical subject matter expert (SME) in one or more technical areas. You will focus on learning and acquiring the skills necessary to work and troubleshoot through the entire infrastructure stack, working with a variety of organizations such as multiple Development organizations both applications and technology, Operations, and other Support organizations to resolve complex customer issues. As a skilled technical engineer on the Software Support team, you actively participate and drive customer issues to resolution in collaboration with other product, technology and operations teams. You will review health of infrastructure components as part of triaging, problem identification and engage the necessary teams on internal bridge calls to help resolve the issue quickly.

You will develop a deep understanding of how an Oracle product or application integrates and operates with other Oracle applications or third-party applications.  This entails engaging with other similar experts across Application pillars, Middleware and Database, to solve complex integration issues. You will serve as an extension of DevOps team with the goal to assist your respective Support teams / peers in troubleshooting and resolving customer’s performance issues. You will be responsible for triaging customer bugs for your subject area and assist development with bug prioritization.

You will be regularly engaged for critical customer issues to ensure resolution to the customer’s satisfaction and that the customer’s voice is accurately reflected to all teams within the organization. You will also make specific recommendations for both product and knowledge (doc) improvements to help improve product supportability and customer self-service. With deep functional and technical understanding of the products, you will also be responsible for finding opportunities and creating ways to proactively detect problems in customer’s application environments e.g. via Business Process Monitoring, Sensors etc. and help create a better service experience for Oracle customers.

You will effectively communicate updates on troubleshooting throughout duration of incident and any action plans thereof, to customer management and internally to Oracle executives.

Roles and Responsibilities

As a performance troubleshooting engineer you would be involved in with following activities (but not limited to)

DevOps experience with focus on performance troubleshooting in customer environments and identifying root causes. Analyze performance metrics and perform health checks on environment to identify any potential impact areas. Review root causes on performance issues and advise on improvements. Work with Operations to perform CAPA on major customer issues. Point of contact for performance related issues and working with other pillars to strengthen the support model between teams. Performance POC, to assist Support engineers in identifying and resolving performance related issues. Work with Product Strategy on product improvement recommendations. Handle complex technical issues during critical customer escalations. Work with Cloud Operations and Development on improvements through sensors and process improvements. Understand the capabilities and tooling needs of support and drive innovation, build and development utilities such as sensors, log parser tools, scripting, analyzers, etc. Work with development to incorporate tools into the application (shift left focus). Work with Documentation team on improved documentation when issues have been identified for better self-service and less service requests. Work in 24/7 environment with defined shifts and work hours potentially including weekends and holidays on rotation basis.

Career Level - IC4