Technical Support Team Lead

Oracle; Kansas City (MO); On-site; USD 80,000 - 110,000; Full time

Job summary

Oracle in the United States seeks a Technical Support and Solution Delivery leader to supervise a multi-skilled team handling customer service requests, ensure timely resolution, and strengthen relationships with customers across products.

The role emphasizes escalation management, collaboration with QA and Development, documentation expansion of Knowledge Base, and proactive support initiatives to improve customer satisfaction and service quality.

Qualifications

• Leading a team to resolve service requests and maintain customer relations.
• Escalating unresolved issues to leadership and coordinating rapid resolution.
• Developing and maintaining knowledge resources for support teams.

Responsibilities

• Prioritize escalated service issues and own resolution end-to-end.
• Coordinate with cross-functional groups to source expertise for escalations.
• Improve collaboration with other teams to resolve complex customer problems.

Skills

Team leadership

Incident management

Customer escalation

Knowledge sharing

Cross-functional collaboration

Tools

Knowledge Base

Translation tools

Job description

Oracle in the United States seeks a Technical Support and Solution Delivery leader to supervise a multi-skilled team handling customer service requests, ensure timely resolution, and strengthen relationships with customers across products.

The role emphasizes escalation management, collaboration with QA and Development, documentation expansion of Knowledge Base, and proactive support initiatives to improve customer satisfaction and service quality.