Lead Principal Support Engineer -Life Sciences

Oracle; United States; On-site; USD 84,000 - 187,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) Savings with company match

Paid time off and holidays

Parental leave

Employee stock purchase plan

Job summary

Oracle is seeking a Principal Support Engineer for Life Sciences/Safety products in the United States. You will be the primary technical contact, troubleshooting and supporting Oracle Life Sciences Safety solutions, collaborating with global teams to ensure patient safety and compliance.

Strong knowledge of pharmacovigilance and hands-on with Argus/Empirica is required. The role emphasizes diagnosing issues, maintaining SLAs, and contributing to knowledge management in a fast-paced environment.

Qualifications

• Must have 6–10 years in technical support or consulting.
• Strong problem-solving, time management and customer focus.
• In-depth knowledge of Drug Safety and Pharmacovigilance regulations.
• Hands-on with Oracle Argus Safety and/or Empirica Signal.
• Proficiency in Windows, Unix, and Linux.
• Expertise in UNIX scripting, XML, JavaScript, Oracle SQL/PLSQL and Oracle DB.
• Ability to thrive in a fast-paced, evolving environment.
• Excellent verbal and written communication skills.

Responsibilities

• Diagnose and resolve technical issues related to Life Sciences Safety products.
• Analyse databases, review design specifications, and replicate issues.
• Manage high-priority customer interactions and meet defined SLAs.
• Collaborate with cross-functional teams and global colleagues on complex cases.
• Identify and document defects, implement workarounds, contribute to knowledge base.
• Manage complex external customer relationships with variability.
• Influence support strategy focusing on value and outcomes.
• Develop complex continuous improvement strategies.
• Act as single point of contact for cross-organizational escalations
• Provide support process expertise and advise stakeholders.
• Contribute to internal team value and improvements.

Skills

Technical support experience

Customer-focused mindset

Problem solving

Unix scripting

XML

JavaScript

Oracle SQL/PLSQL

Oracle Argus Safety

Empirica Signal

Windows

Unix/Linux

Oracle Database

Tools

Argus Safety

Empirica Signal

Oracle Database

Job description

JOB 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

• 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 - $187,000 per year. 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

• 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.

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.

About Us

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 [e-mail] 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.