Senior Support Engineer

As a Senior Support Engineer , you will serve as the primary technical interface for enterprise customers, partners, and internal Oracle teams, providing expert technical support for Oracle Integration Cloud (OIC) and related Oracle Cloud Infrastructure (OCI) technologies. You will troubleshoot and resolve complex technical issues, provide guidance on product configuration and best practices, and help customers maximize the value of Oracle's cloud solutions.

In this role, you will support customers across different regions , requiring professional fluency in English. You will collaborate closely with Oracle Product Development, Cloud Operations, and global engineering teams to investigate product issues, identify root causes, validate fixes, and improve product quality and customer experience.

As a senior member of the Global Product Support organization, you will demonstrate deep technical expertise across Oracle Integration Cloud, Oracle Cloud Infrastructure, and enterprise integration technologies. You will work independently on complex customer issues and critical customer escalations as needed.

This position requires strong analytical and troubleshooting skills, sound technical judgment, and the ability to manage multiple high-priority customer issues with minimal supervision while consistently delivering exceptional customer support.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to Oracle customers while serving as an advocate for customer needs.

Provide customer and system support for Oracle Integration Cloud (OIC), including Oracle Process Automation Cloud.

Troubleshoot and analyze issues across Oracle Cloud Infrastructure (OCI) services, including Compute, Storage, Virtual Cloud Network (VCN), Autonomous Transaction Processing (ATP), and Identity Domains.

Collaborate with Oracle Fusion Applications, Oracle Cloud Infrastructure, and Product Development teams to investigate and resolve customer issues.

Provide technical support for Oracle Integration Cloud customers across global regions.

Work directly with customers, delivering technical troubleshooting, issue analysis, and resolution through phone, web, and electronic support channels.

Collaborate with global engineering, development, and support teams to resolve complex technical issues and improve customer satisfaction.

Identify, reproduce, document, and escalate product defects while working closely with Development to drive timely resolution.

Review internal knowledge articles, technical documentation, and external publications, providing feedback to improve product quality, documentation, and overall customer experience.

Contribute to the creation and maintenance of technical knowledge articles, troubleshooting guides, and best practices to improve support efficiency.