Principal Software Engineer

As a member of the Support organization, your role is to provide post-sales support and solutions to Oracle’s customer base, acting as an advocate for customer needs. This includes addressing non-technical inquiries via phone and electronic channels, as well as responding to technical questions related to the use and troubleshooting of Oracle’s Electronic Support Services. As a key point of contact, you are responsible for building and maintaining strong customer relationships, while also offering guidance to internal Oracle teams on a variety of customer issues and escalations.

In the role of Principal Support Engineer, you will deliver high-level technical support aimed at ensuring maximum customer satisfaction. A key responsibility involves developing and leveraging automated tools, AI-powered diagnostics, and machine learning models to proactively identify, document, resolve, or prevent customer issues. You are expected to be a recognized expert in problem solving and issue prevention, frequently called upon to handle complex, high-impact customer challenges.

You will also contribute to the integration and deployment of AI solutions that enhance customer support workflows, including chatbots, predictive analytics, and intelligent case routing systems. Your ability to interpret and act on AI-driven insights will be critical to driving operational efficiency and improved customer experiences.

You serve as a leading individual contributor and team player, providing strategic direction and mentorship to others. The work is highly complex and non-standard, requiring the application of advanced technical and business knowledge in your area of expertise. Familiarity with AI/ML frameworks, data science practices, and cloud-based AI services is a plus.

The role typically requires 10+ years of experience and a bachelor’s degree in Computer Science, Management Information Systems, Engineering, Mathematics, Physics, or Chemistry with a minimum 9.0 CGPA.