Senior Manager, Support Engineering

Oracle; Nashville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Oracle Nashville seeks a service delivery leader to manage and optimize customer support operations, guiding escalation handling and cross-functional collaboration across technical leadership teams. This role drives documentation quality and knowledge base expansion while coordinating with product and infrastructure teams on long-term solutions.

You will mentor teams, train for new product releases, and lead initiatives to improve customer experience, metrics, and proactive support.

Qualifications

• Experience in incident management and escalation processes to improve operational efficiency.
• Ability to mentor teams and deliver training for new product releases or enhanced functionalities.
• Strong focus on producing accurate documentation and maintaining a growing knowledge base.

Responsibilities

• Provide strategic recommendations to resolve incoming service requests and oversee customer service delivery for timely solutions.
• Serve as escalation point for unresolved or complex inquiries.
• Evaluate incident management across teams to close systematic gaps.
• Lead and mentor team members in training for product releases and standardize post-sales support across multiple systems.
• Engage with customers to gather feedback and drive continuous improvement.

Skills

Customer service

Leadership

Cross-functional collaboration

Training delivery

Knowledge base

Job description

Job Description

Manages and provides strategic recommendations across team(s) on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for complex customer inquiries. Evaluates the Incident Management process across team(s) to address systematic gaps in incident resolution. Oversees the resolution of escalated service issues and proactively identifies recurring and potential issues, implementing long-term solutions. Leads cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and comprehensive solutions. Leads team(s) efforts in producing documentation and drives the continuous improvement and expansion of the Knowledge Base to enhance customer support and user experience. Oversees the escalation of issues in products or infrastructure to QA and Development Teams, ensuring timely resolution. Leads collaboration with cross-functional teams on business problems and leads and plans support service improvement projects and proactive support initiatives. Assists next-level manager with strategic departmental goals that align with broader organizational goals, leading product, process, and customer experience improvement initiatives. Proactively monitors and reviews results of key metrics to ensure team(s) members meet desired goals and defines key elements of operational and procedural improvements within a team. Leads collaboration among internal teams to optimize and automate customer feedback and KPI analysis within a team.

Responsibilities

Key Responsibilities

Technical Support and Solution Delivery-Customer Support and Advocacy:

• Manages and provides strategic recommendations across team(s) on resolving incoming service requests and manages the operation of customer service delivery to ensure timely and effective solutions, and/or builds customer relationships.

• Serves as point of escalation for unresolved and/or complex customer inquiries.

• Evaluates the Incident Management process across team(s) to identify and address systematic gaps in incident resolution and support processes to enhance efficiency.

• Leads and mentors team members in preparing and delivering training for new product releases or enhanced functionalities, ensuring high adoption and satisfaction rates, driving standardization in resolution of post-sales customer technical and/or non-technical across multiple systems or products in a timely manner.

• Strategically engages with customers through user group meetings and/or outreach programs to gather feedback and foster customer relationships, following up on survey results and driving continuous improvement.

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:

• Oversees the resolution of escalated service issues and customer complaints for team(s), taking ownership of complex situations escalated to their attention through resolution, proactively identifying recurring and potential issues and collaborating to implement long-term solutions.

• Promptly addresses critical customer escalation requests and develops a comprehensive non-technical action plan for resolution.

• Leads and coordinates cross-functional collaboration with other technical leadership to address and resolve complex customer technical issues, ensuring timely and comprehensive solutions.

Technical Support and Solution Delivery-Technical Support Documentation:

• Leads and coordinates team(s) efforts in producing documentation, ensuring accuracy and consistency.

• Drives the continuous improvement and expansion of the Knowledge Base to enhance customer technical support and user