Senior Support Engineer
Oracle · China
Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving moderately complex issues encountered with assigned Oracle product(s). Prepares and conducts training for new product releases and/or functionality updates to existing products. Partners with internal teams to report and contribute to the resolution of non-routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and creates Knowledge Base articles and/or troubleshooting guides for non-routine events and/or resolved issues. Consults internal teams and stakeholders on diverse and advanced customer situations and technical issues. Leverages automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identities and recommends enhancements to existing support processes, workflows, guidelines, and best practices. Begins to collaborate with management to contribute to product, process, and customer experience improvement initiatives.Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
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Description Details - Role Purpose The Senior Support Engineer is responsible for investigating and resolving complex product-data issues that prevent hardware from being successfully onboarded into Oracle data centers. Acting as a technical point of contact for operational support, the role partners with Oracle's global manufacturing partners, Product Engineering, Data Centre Operations, and cross-functional engineering teams to investigate technical issues, identify root causes, and drive timely resolution of critical operational incidents. The successful candidate will manage technical investigations, recommend corrective actions, and identify opportunities for systemic improvement. Responsibility for implementing product or process changes will transition to the appropriate Product Engineering or Program Management teams once investigation and recommendations are complete. This role supports a global operational environment and participates in a follow-the-sun support model,