Senior Support Engineer, Product Data Quality & Resolution

Senior Support Engineer, Product Data Quality & Resolution

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, including scheduled weekend and after-hours

coverage as required.

RESPONSIBILITIES

Technical Support & Investigation

* Investigate and resolve complex product-data issues impacting hardware

onboarding into Oracle data centers.

* Monitor, prioritize, and respond to technical support tickets within the

operational support queue.

* Perform technical triage to identify root causes and determine appropriate

resolution paths.

* Collaborate with Oracle's global manufacturing partners to investigate and

resolve product-data quality issues while ensuring corrective actions are

measurable, verified, and minimize future recurrence.

* Monitor daily manufacturing data feeds to identify data-quality issues and

operational exceptions requiring investigation.

* Perform detailed root cause analysis, including writing SQL queries to

examine raw database records and investigate non-standard technical issues.

* Read and interpret XML and JSON data to identify missing, incorrect,

duplicated, or improperly formatted product information.

* Utilize REST services to retrieve, validate, and submit product data where

required.

* Use Python, where appropriate, to analyze, transform, or validate data

supporting technical investigations.

Cross-Functional Collaboration

* Partner with Product Engineering, Manufacturing Engineering, Data Centre

Operations, and other cross-functional teams to coordinate technical

investigations.

* Recommend corrective actions that address underlying system or process issues

rather than individual incidents alone.

* Initiate and coordinate recommendations for systemic improvements while

transitioning implementation ownership to the appropriate Product Engineering

or Program Management teams.

* Where investigations require work at remote manufacturing or data centre

locations, coordinate appropriate handoff to the responsible Product Engineer

or operational team.

* Track investigations, recommendations, and follow-up activities through

completion to ensure timely resolution.

Operational Excellence

* Prioritize technical issues based on business impact, operational urgency,

and data center onboarding risk.

* Effectively manage competing priorities within a fast-paced operational

support environment.

* Produce clear investigation reports, root cause analyses, and technical

documentation.

* Develop and contribute to operational knowledge articles, troubleshooting

documentation, and support best practices.

* Identify opportunities to improve operational processes, workflows, and data

quality based on investigation outcomes.

* Communicate effectively with stakeholders at all levels, from engineering

teams to senior leadership.

Required Skills and Experience

Technical Skills

* Strong analytical, investigative, and root cause analysis skills.

* Experience writing SQL queries for technical investigation and data analysis.

* Strong Microsoft Excel skills for data analysis and reporting.

* Ability to read and interpret XML and JSON.

* Experience working with REST APIs and related data sources.

* Basic Python programming skills for data analysis and automation.

* Understanding of data validation and product-data quality principles.

* Familiarity with server and rack-level hardware, configuration, and topology.

* Understanding of Product Bills of Materials (BOMs) and parent-child component

relationships.

Professional Skills

* Ability to coordinate technical investigations across multiple teams and

geographic regions.

* Excellent written and verbal communication skills.

* Confidence communicating with both technical teams and senior leadership.

* Strong organizational and prioritization skills.

* Ability to perform effectively under pressure while managing multiple

concurrent investigations.

* Experience identifying and recommending systemic improvements that reduce

recurring operational issues.

* Ability to collaborate effectively with globally distributed cross-functional

teams.

Measures of Success

Success in this role will be demonstrated through:

* Reduction in product-data issues impacting hardware onboarding into Oracle

data centers.

* Faster investigation and resolution of critical operational incidents.

* Reduced recurrence of issues through effective root cause analysis and

recommended corrective actions.

* Improved product-data quality across Oracle's manufacturing partner network.

* Earlier identification and resolution of data-quality issues before products

reach Oracle data centers.

* Effective collaboration and communication across Manufacturing, Product

Engineering, Data Centre Operations, and other global teams.

* High-quality technical documentation and knowledge sharing that improves

operational efficiency.

* Consistent delivery of technical support within a global 24x7 operational

environment.

Location: Nashville, TN

QUALIFICATIONS

Minimum Job Qualifications

Education and/or Experience:

8 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems,

Information Technology or related field AND 4 years of experience in customer

support, technical support, or related field

OR

Master's Degree in Business Administration, Finance, Computer Science,

Information Systems, Information Technology, or related field AND 2 years of

experience in customer support, technical support, or related field.

OR

Doctorate in Business Administration, Finance, Computer Science, Information

Systems, Information Technology or related field

Job Skills:

Same skills as prior level plus;

Service Delivery Management: Demonstrated ability to coordinate and manage

high-quality service delivery and ensure customer satisfaction.

Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across

teams and regions to achieve shared business goals.

Knowledge Centered Services Certification:

Knowledge Centered Services Contributor Certification within the first 30 days

after hire.

Preferred Job Qualifications

Education and/or Experience:

8 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems,

Information Technology or related field AND 4 years of experience in customer

support, technical support, or related field

OR

Master's Degree in Business Administration, Finance, Computer Science,

Information Systems, Information Technology or related field AND 2 years of

experience in customer support, technical support, or related field

OR

Doctorate in Business Administration, Finance, Computer Science, Information

Systems, Information Technology or related field

Knowledge Centered Services Certification:

Knowledge Centered Services Author Certification.

Oracle Diagnostic Methodology Certification:

Oracle Diagnostic Methodology Certification within first 30 days of hire.

Oracle Diagnostic Methodology Coach Certification:

Oracle Diagnostic Methodology Coach Certification.

Oracle Cloud Infrastructure Foundation Certification:

Oracle Cloud Infrastructure Foundation Certification.

NetSuite SME Certification:

NetSuite Subject Matter Expert Certification in a recognized NetSuite Product

Area.

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.

True innovation starts when everyone is empowered to contribute. That’s why

we’re committed to growing a workforce that promotes opportunities for all with

competitive benefits that support our people with flexible medical, life

insurance, and retirement options. We also encourage employees to give back to

their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the

employment process. If you require accessibility assistance or accommodation for

a disability at any point, let us know by emailing

[email protected] [[email protected]] or by

calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants

will receive consideration for employment without regard to race, color,

religion, sex, national origin, sexual orientation, gender identity, disability

and protected veterans’ status, or any other characteristic protected by law.

Oracle will consider for employment qualified applicants with arrest and

conviction records pursuant to applicable law.