Lead Principal Support Engineer -Life Sciences (Support Management)

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Description

Description

Principal Support Engineer - Life Sciences/Safety Products

As a member of the Support organization, you will be the primary point of contact for customers, providing technical assistance via phone and web portals. You will troubleshoot Oracle Life Sciences Safety products, ensuring high-quality support while adhering to industry regulations and Oracle's customer service standards. Our team operates around the clock to adapt to customer needs, ensuring continuous success and patient safety.

Requirements:

• 6-10 years of experience in technical support or technical consulting.
• Strong problem-solving skills, excellent time management, and a customer-focused mindset.
• In-depth understanding of Drug Safety and Pharmacovigilance regulations and processes.
• Hands-on experience with Oracle Argus Safety and/or Empirica Signal.
• Proficiency in Windows, Unix, and Linux operating systems.
• Expertise in UNIX scripting, XML, JavaScript, Oracle SQL, PL/SQL, and Oracle databases.
• Ability to thrive in a fast-paced, evolving business environment.
• Excellent verbal and written communication skills.

Responsibilities

Responsibilities

• Diagnose and resolve technical issues related to Oracle's Life Sciences Safety products.
• Analyse databases, review technical design specifications, and replicate reported issues.
• Manage high-priority customer interactions and provide solutions within defined SLAs.
• Work closely with cross-functional teams and global colleagues to resolve complex cases.
• Identify and document system defects, implement creative workarounds, and contribute to knowledge management.
• Manage complex external customer relationships with a high degree of variability.
• Influence customer support strategy focusing on value achievement and targeted outcomes.
• Develop complex continuous improvement strategies.
• Act as the single point of contact for cross-organizational support escalations
• Provide support processes expertise and advise on expectations for both internal stakeholders and external clients.
• Contribute to internal team value and improvements.

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $83,500 to $187,000 per annum. May be eligible for bonus and 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:

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

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. 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.

As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.