Job Category Services and Support Does this position require a security clearance? Additional Info Visa / work permit sponsorship is not available for this position Applicants are required to read, write, and speak the following languages English 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. 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. Technical Support and Solution Delivery-Customer Support and Advocacy: Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means. Provides technical support to customers by answering technical questions, troubleshooting, and resolving complex issues related to assigned product(s). Conducts and mentors others to conduct training for new product releases and/or functionality updates to existing products, providing advanced user guidance, as needed. Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:



Contributes ideas and opportunities to the development of automation to diagnose and solve complex technical issues for assigned product area(s) reported by customers and ensure an immediate and long-term resolution. Partners with internal teams to report design, reliability, and maintenance problems or bugs, recommends functionality enhancements to mitigate potential customer issues, provides code-level details, test cases, and feedback and testing on solutions, and/or addresses coding errors with senior guidance as needed. Technical Support and Solution Delivery-Technical Support Documentation: Technical Proficiency and Support Enhancement-Technical Support Collaboration: Maintains a thorough understanding of assigned Oracle product ecosystem(s) and customer environment(s) and broad understanding across all Oracle product ecosystems and customer environments in complex scenarios. Contributes technical knowledge within and outside of team and engages in cross-functional training, workshops, and collaborative projects and initiatives to support business processes and critical business initiatives. Leverages experience and established network to effectively share information with stakeholders, and guides peers to relevant teams and stakeholders. Technical Proficiency and Support Enhancement-Technical Support Improvement: Identifies and drives the implementation of enhancements to existing support processes,



workflows, guidelines, and best practices based on customer feedback and/or operational insights. Strategic Planning: Collaborates with management to contribute to projects and initiatives for product, process and customer experience improvements. Performance Monitoring and Management: Reviews and executes own support service performance metrics and facilitates team's support service performance. Vertical Lead: Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team. Identifies gaps in product knowledge and troubleshooting and problem-solving skills in the Vertical and facilitates trainings to address these. Acts as the point of contact (POC) for specific products or features, ensuring that training content is up-to-date. Leads discussion of case transfer and feature coordination between the Vertical and other teams or product areas. Provides direction to co-Vertical Leads and Team Leads on how to accomplish department objectives. Collaborates with Senior Managers and Vertical Manager to identify and promote process improvements. Planning & Execution: Manages and coordinates moderately complex tasks, monitoring timelines and deliverables to ensure timely completion and adherence to requirements for a moderately-sized project or initiative. Efficiently delegates, monitors, and prioritizes work across multiple projects, providing technical oversight and adjusting plans to address shifts in resources or timelines. Supports inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected. Identifies and addresses moderately complex issues by analyzing a wide ra

📌 Principal Support Engineer (Veracruz)
🏢 Oracle
📍 Veracruz