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.

Key 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.

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.