Principal Support Engineer

Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving complex issues encountered with assigned Oracle product(s). Conducts and mentors others to conduct training for new product releases and/or functionality updates to existing products, and contributes to the development of automation to diagnose and solve complex technical issues. Partners with internal teams to report and contribute to the resolution of design, reliability, and maintenance issues and provide code-level details, test cases, and feedback and testing on solutions, and/or address coding errors, with senior guidance. Maintains service request and/or product documentation, ensures documentation is up to date, and creates Knowledge Base articles and/or troubleshooting guides for non-routine events and/or resolved issues. Provides expert consultation to internal teams and stakeholders on diverse and complex customer situations and technical issues. Leverages automation/tooling (e.g., A.I. Assistance) to identify and investigate root causes and potential solutions to complex issues and identifies and drives the implementation of enhancements to existing support processes, workflows, guidelines, and best practices. Collaborates with management to contribute to product, process, and customer experience improvement initiatives.