Senior Technical Support Engineer
Oracle
Job Overview
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Job Description
About the Opportunity
Building on its Cloud momentum, Oracle has established a new organization, Oracle Health Applications & Infrastructure. This team is dedicated to product development and strategy for Oracle Health, aiming to create a comprehensive platform that supports modernized, automated healthcare. This new line of business fosters an entrepreneurial spirit, promoting an energetic and creative environment, and seeks your contribution to build a world-class engineering center focused on excellence. Oracle Health's mission is to enhance global healthcare and quality of life by improving patient and provider access to health and research data.
As a Senior Technical Support Engineer, your primary responsibility will be to deliver mission-critical incident management support and service restoration to Oracle Health customers. You will conduct troubleshooting investigations across both front-end and back-end tech stacks, involving tasks such as capturing log files, querying tables, and managing server updates/cycles. Throughout the investigation lifecycle, you will meticulously document notes and activities related to customer issue investigation and mitigation.
Key Responsibilities
- Provide technical and customer support to healthcare providers via phone, utilizing advanced troubleshooting skills and tools.
- Collect and thoroughly review logging information related to customer issues.
- Monitor proactive alerting systems and correlate alerts with reported customer issues.
- Gather technical investigation data by capturing logs, querying database tables, and other relevant methods.
- Collaborate effectively with fellow engineers within the Immediate Response Center and with product teams across Oracle Health.
- Strategically prioritize work queues based on severity, urgency, and customer/business needs.
- Lead web conference bridge calls to initiate and drive major incidents towards swift resolution.
- Mentor and train teammates to foster a high-performing and continuously upskilling organization.
Qualifications
This role typically aligns with a Career Level - IC2 within Oracle's framework. Candidates are generally placed within the salary range based on a combination of knowledge, skills, experience, market conditions, and internal peer equity.
Key skills/competency
- Incident Management
- Technical Support
- Troubleshooting
- Log Analysis
- Database Querying
- Customer Support
- Healthcare IT
- Problem Solving
- Collaboration
- Proactive Monitoring
How to Get Hired at Oracle
- Research Oracle's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor to understand their commitment to cloud innovation and healthcare solutions.
- Tailor your resume for technical support: Customize your resume to highlight experience in incident management, troubleshooting, log analysis, and customer support relevant to Oracle Health's tech stack.
- Showcase problem-solving skills: Prepare to discuss specific examples where you've resolved complex technical issues, utilized database querying, and collaborated cross-functionally.
- Understand Oracle Health's mission: Demonstrate genuine interest in improving healthcare through technology and Oracle's vision for automated healthcare platforms.
- Prepare for technical and behavioral interviews: Expect questions on your technical depth in support, incident handling, and your ability to mentor and prioritize in a fast-paced environment.
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