Principal Technical Support Engineer - Golden Gate | High Availability

Principal Technical Support Engineer - Golden Gate High Availability at Oracle in Boise, Idaho, United States Job Description Job Description As a member of the Support organization, our 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 inquiries regarding the use of our Electronic Support Services. We are the main point of contact for customers and are responsible for facilitating customer relationships with Support. We also provide advice and assistance to internal Oracle employees on diverse customer situations and raised technical issues. The position will be integrated in a distributed team that will provide technical and functional assistance to high-profile Oracle customers around the globe, supporting highly complex technology and software application implementations. As the main point of contact for customers, be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and called-out issues. The team focuses on solving DBA/Manageability issues in Exadata and Oracle cloud customers. This particular opportunity is well suited for folks with deep experience in GoldenGate / High Availability Career Level - IC4 Responsibilities As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A main focus is to create/use automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits. Responsibilities: To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards Maintaining product expertise in High Availability and GoldenGate suite Working towards, adopting and contributing to new processes and tools (OWC, diagnostic methodology, health checks, scripting tools, etc. Participating in proactive k To view full details and how to apply, please login or create a Job Seeker account