Lead Principal Advanced Services Engineer, ERP

Archer; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Oracle seeks a Customer Success Services professional to deliver implementation and post-sales support, serving as a trusted advisor and primary point of contact for customers. You will handle non-technical inquiries and provide guidance on Oracle's Electronic Support Services, collaborating with Support and Product Development to resolve issues.

You will lead complex problem analysis, educate customers on features and best practices, mentor junior engineers, and drive cross-functional alignment

Job description

Core Responsibilities

About The Team

As a member of the Customer Success Services organization, your focus is to deliver implementation and 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 questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Description

Serves as a trusted advisor to customers and technical expert on technologies across the marketplace to shape guidance provided to customers. Serves as a go-to technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and best practices. Leads organization-wide optimizations (e.g., automation) into solutions and technical delivery in coordination with the customer team. Acts as an internal and/or external expert point of contact and escalation point for critical technical and process issues and provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation. Assists customers with highly complex software updates, upgrades, configuration, and incident remediation and educates and mentors junior engineers to educate customers on product features, upgrades, and best practices. Leads the scoping, creation, and maintenance of customer deliverables to help customers with solution implementation. Leads highly complex problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain. Drives cross-functional solution alignment with technology strategy and business goals. Delivers presentations and acts as a technical expert and executive presence during presentations for junior engineers.

Key Responsibilities

Technical Leadership

• Serves as a trusted advisor to customers and a technical expert on technologies across the marketplace (e.g., technical speaking engagements, publications) to shape guidance provided to customers.
• Recognized as a technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and market trends, serving as a go-to expert for complex or high-impact scenarios.
• Defines or adjusts strategy for highly complex pre-sales activities, contributing to long-term account growth and solution fit.
• Leads organization-wide and customer fleet-wide optimizations or efficiency efforts (e.g., automation, streamlined processes, elimination of redundant effort), coordinating with the TAM, ASE engineers and others on the Oracle customer team.
• Works with external partners to ensure appropriate design and implementation of solutions and promote best practices for technology deployment and workloads, and their stability, maintainability, upgradeability, and performance.

Service Delivery

• Acts as internal and/or external expert point of contact and escalation point for critical technical and process issues encountered in the customer's supported environment.
• Provides proactive and reactive remote or onsite technical assistance in close cooperation with Support and Product Development teams, for problem analysis and investigation and providing and verifying workarounds and acting as a field point of contact for various LOBs.
• Assists customers with highly complex software updates, upgrades, change management, and incident remediation, identifying key risks and mitigation strategies that may impact project success.
• Analyzes new and highly complex issues encountered by customers by performing thorough technical root cause investigations.
• Reviews themes across lessons learned post-project and leads changes to improve technology implementation.

Global Customer Engagement & Education

• Acts as expert technical lead