Advanced support engineer for CSS at Oracle Risk Management Services

Zapopan, jalisco, Mexico -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Cloud Technologies, Database, Middleware, Consulting, Advisory, Architectural Design, Implementation, Configuration, Cloud Infrastructure, Modernization, Upgrades, Migrations, Technical Issue Resolution, Root Cause Analysis, Customer Communication, Best Practices

Industry

IT Services and IT Consulting

Description

Advanced support engineer for CSS (Cloud technologies, Database and Middleware) Oracle Customer Success Services provides customers with highly personalized, advanced premium support and services across the full spectrum of Oracle products and technologies. The Advanced Support Engineer is responsible for delivering a wide range of services, including: • Expert-level consulting and advisory engagements • Architectural design, implementation, and configuration • Support for customer Cloud infrastructure, Database and Middleware environments • Modernization initiatives, including upgrades and migrations to the latest cloud platforms • Resolution of complex technical issues and proactive prevention measures This role requires strong technical depth, customer-facing communication skills, and the ability to drive outcomes across diverse environments and stakeholders. Responsibilities: 1. Manage customer escalations and expectations, ensuring the timely delivery of high-quality resolutions to technical issues, with a focus on root cause analysis and prevention. 2. Develop and implement strategies for proactive support that reduce incident volume, increase availability, and accelerate deployments. 3. Communicate with enterprise customers via phone, written correspondence, and electronic channels to identify and resolve technical issues in Oracle Cloud/Middleware/Database products. 4. Leverage all available Oracle resources to advise and consult on best practices for using Oracle products, helping customers avoid future issues. 5. Educate customers and guide them through the problem-solving process. 6. Apply Oracle diagnostic methodologies and procedures when handling and documenting technical issues, ensuring compliance with Support processes, policies, and SLAs. 7. Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g., Product Support, Product Development). 8. Research product features and stay current on new releases, functionalities, and related technologies to maintain product expertise. 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 accommodation-request_mb@oracle.com 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.

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Responsibilities

The Advanced Support Engineer manages customer escalations, ensuring timely, high-quality resolutions focused on root cause analysis and prevention, while developing proactive support strategies to increase availability and reduce incidents. This role involves communicating with enterprise customers to resolve technical issues in Oracle Cloud, Middleware, and Database products, and advising on best practices.