Product Support Senior Manager
Oracle
Job Overview
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Job Description
Overview of the Role
As a Product Support Senior Manager at Oracle, you will be a pivotal member of the Support organization, primarily focused on delivering exemplary post-sales support and crafting solutions for Oracle's diverse customer base. This role is crucial for advocating for customer needs and ensuring their success with Oracle products and services.
You will be responsible for resolving a wide array of post-sales inquiries, encompassing both non-technical customer service issues via phone and electronic channels, and technical questions related to the use and troubleshooting of our Electronic Support Services. Serving as a primary point of contact for customers, you will facilitate strong customer relationships with the Support team and provide expert advice and assistance to internal Oracle employees regarding complex customer situations and escalated issues.
Leadership and Management Responsibilities
As a Senior Manager, you will bring several years of successful management experience, building upon a foundation of being an effective technical or professional contributor. This position may involve overseeing one or more functional areas, balancing both staff and customer-centric goals. Your leadership will be instrumental in establishing and communicating departmental objectives, implementing strategic plans for their attainment, and ensuring the efficient utilization of resources.
This role offers the flexibility of telecommuting, allowing for a remote work arrangement.
Required Qualifications & Experience
Employer seeks candidates with a Bachelor's degree in Computer Science, Engineering, or a related technical field, combined with 5 years of experience in product support management or a related occupation. Alternatively, in lieu of a Bachelor's degree, 2 years of relevant work experience will be accepted.
Key Technical Skills
- Database and SQL Performance Tuning
- Troubleshooting with AWR/ASH/ADDM, OEM, and SQLT
- Programming experience in SQL
- Database installation, upgrade, and migration
- High Availability experience with Dataguard, RAC, Grid Control, and RMAN
- Designing, building, and upgrading Oracle Managing Database High Available Systems
- Shell scripting, Unix and Linux system administration, including TCP layer
- Database Solution designing and Data Center Assessment
- Database Transition and Transformation Solution Designing
- Database Consolidation and Virtualization
Compensation & Benefits
The hiring range in USD for this position is typically from $97,500 to $199,500 per year, and may include eligibility for bonus and equity. Oracle maintains broad salary ranges to account for variations in knowledge, skills, experience, market conditions, and locations, as well as differing products, industries, and lines of business. Candidates are generally placed within this range based on these factors and internal peer equity.
Oracle US offers a comprehensive benefits package designed to support employee well-being, including:
- Medical, dental, and vision insurance
- Short-term and long-term disability
- Life insurance and AD&D
- 401(k) Savings and Investment Plan with company match
- Flexible vacation and 11 paid holidays
- Paid sick leave and parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal services
- Voluntary benefits (e.g., auto, homeowner, pet insurance)
Applications are generally accepted for at least three calendar days from the posting date or until the job is no longer posted.
About Oracle
Oracle uniquely integrates data, infrastructure, applications, and expertise to drive innovation across industries, from critical care to advanced AI. With AI embedded throughout its products and services, Oracle empowers customers to build a better future. The company is committed to fostering a diverse workforce, promoting opportunities for all, and providing competitive benefits that support its employees with flexible medical, life insurance, and retirement options. Oracle also encourages community engagement through volunteer programs and ensures accessibility for individuals with disabilities throughout the employment process.
Key Skills/Competency
- Product Support
- Customer Advocacy
- Technical Troubleshooting
- Team Leadership
- Database Management
- SQL Performance Tuning
- High Availability (HA) Systems
- Unix/Linux Administration
- Resource Optimization
- Client Relationship Management
How to Get Hired at Oracle
- Research Oracle's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight management experience, customer advocacy, and deep Oracle technical skills relevant to product support.
- Showcase technical prowess: Emphasize expertise in SQL tuning, Oracle HA systems like RAC and Data Guard, and Unix/Linux administration.
- Prepare for leadership questions: Demonstrate experience in team management, resource optimization, setting departmental objectives, and resolving escalated customer issues.
- Network effectively: Connect with current Oracle employees, especially within the Support or Engineering organizations, for insights and potential referrals.
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