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Principal Technical Support Engineer - Golden Gate - High Availability

Company: Oracle
Location: Topeka
Posted on: June 5, 2024

Job Description:

Job Description

As a member of the Support organization, our focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of our Electronic Support Services.

We are the main point of contact for customers and are responsible for facilitating customer relationships with Support. We also provide advice and assistance to internal Oracle employees on diverse customer situations and raised technical issues.

The position will be integrated in a distributed team that will provide technical and functional assistance to high-profile Oracle customers around the globe, supporting highly complex technology and software application implementations. As the main point of contact for customers, be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and called-out issues.

The team focuses on solving GoldenGate / High Availability issues in Exadata and Oracle cloud customers. This particular opportunity is well suited for folks with deep experience in GoldenGate / High Availability.

Career Level - IC4


As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A main focus is to create/use automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.


- To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model

- Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

- Maintaining product expertise in High Availability and GoldenGate suite

- Working towards, adopting and contributing to new processes and tools (OWC, diagnostic methodology, health checks, scripting tools, etc.

- Participating in proactive knowledge activities.

- Working with development on product improvement programs (testing, BETA programs etc) as required.

- Operating within Oracle business processes and procedures.

- Respond and resolve customer issues within key performance Indicator targets

- Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests.


- The ideal candidates should have a degree or equivalent experience in Computer science/Management Information Systems/Science/Engineering/Math/Physics.

Proven professional and technical experience.

- Working with High Availability products and strategy - 8 years

- Working with GoldenGate products and strategy - 4 years

- Resolving database issues involving DataGuard and Failsafe, Backup and Recovery, Recovery Manager (RMAN), and Data Corruption - 8 years

- Good knowledge of UNIX, Linux and/or Windows

Personal Competencies:

- Excellent verbal and written skills in English.

- Good analytical reasoning skills and lateral thinking capability.

- Excellent customer focus and customer handling skills.

- Willing and available to work on weekend shifts.

- Working Globally as a team.

- Results orientation.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable)


Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.


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.

* Which includes being a United States Affirmative Action Employer

Keywords: Oracle, Topeka , Principal Technical Support Engineer - Golden Gate - High Availability, IT / Software / Systems , Topeka, Kansas

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