Senior/Principal Support Engineer

As a Principal Support Engineer, you will serve as the primary technical interface for enterprise customers, partners, and internal Oracle teams, providing expert technical support for Oracle Integration Cloud (OIC) and related Oracle Cloud Infrastructure (OCI) technologies. You will troubleshoot and resolve complex technical issues, provide guidance on product configuration and best practices, and help customers maximize the value of Oracle's cloud solutions.

In this role, you will support both Japanese-speaking and English-speaking customers, requiring professional fluency in Japanese and English. You will collaborate closely with Oracle Product Development, Cloud Operations, and global engineering teams to investigate product issues, identify root causes, validate fixes, and improve product quality and customer experience.

As a senior member of the Global Product Support organization, you will demonstrate deep technical expertise across Oracle Integration Cloud, Oracle Cloud Infrastructure, Java, and enterprise integration technologies. You will work independently on complex customer issues, contribute to knowledge management initiatives, mentor other engineers, and lead technical projects or critical customer escalations as needed.

This position requires strong analytical and troubleshooting skills, sound technical judgment, and the ability to manage multiple high-priority customer issues with minimal supervision while consistently delivering exceptional customer support.

Responsibilities

• Provide customer and system support for Oracle Integration Cloud (OIC), including Oracle Process Automation Cloud.
• Troubleshoot and analyze issues across Oracle Cloud Infrastructure (OCI) services, including Compute, Storage, Virtual Cloud Network (VCN), Autonomous Transaction Processing (ATP), and Identity Domains.
• Collaborate with Oracle Fusion Applications, Oracle Cloud Infrastructure, and Product Development teams to investigate and resolve customer issues.
• Provide technical support for Oracle Integration Cloud customers across Japan and global regions.
• Work directly with Japanese-speaking and English-speaking customers, delivering technical troubleshooting, issue analysis, and resolution through phone, web, and electronic support channels.
• Serve as the primary technical contact for customers, partners, and internal Oracle teams, delivering high-quality support experiences in both Japanese and English.
• Collaborate with global engineering, development, and support teams to resolve complex technical issues and improve customer satisfaction.
• Identify, reproduce, document, and escalate product defects while working closely with Development to drive timely resolution.
• Review internal knowledge articles, technical documentation, and external publications, providing feedback to improve product quality, documentation, and overall customer experience.
• Contribute to the creation and maintenance of technical knowledge articles, troubleshooting guides, and best practices to improve support efficiency.
• Mentor junior engineers by sharing technical expertise, reviewing complex cases, and promoting support best practices across the team.

Experience

• 4-10 years of hands-on experience with Oracle Integration Cloud (OIC) and Oracle SOA Suite (Adapters).
• Good working knowledge of Oracle Cloud Infrastructure (OCI) services and Oracle Database.
• Strong experience in technical support, issue diagnosis, and troubleshooting of enterprise applications.
• Strong Java troubleshooting skills, including the ability to analyze Java stack traces, thread dumps, heap dumps, log files, and application server issues.
• Strong Experience in troubleshooting integrations involving REST/SOAP web services, APIs, SSL, networking, and authentication technologies (OAuth, SAML, Identity Domains) is highly desirable.

Desired Skills

• Oracle Integration Cloud (OIC)
• Oracle Process Automation Cloud
• Oracle SOA Suite and SOA Cloud Service
• Oracle Cloud Infrastructure (OCI), including Compute, Storage, Virtual Cloud Network (VCN), Autonomous Transaction Processing (ATP), and Identity Domains
• Oracle Fusion Applications
• Java and Java EE application troubleshooting
• REST and SOAP Web Services
• API integrations and security (OAuth, JWT, SSL/TLS)
• Oracle Database
• Linux/Unix environments
• Excellent troubleshooting and root cause analysis skills

Essential Skills

• Professional fluency in Japanese and English (spoken, written, and reading) is required.
• Ability to communicate complex technical concepts effectively with both Japanese-speaking and English-speaking customers, partners, and internal teams.
• Ability to create, review, and maintain technical documentation, knowledge articles, and customer communications in both Japanese and English.
• Strong analytical, troubleshooting, and root cause analysis skills with the ability to resolve complex technical issues independently.
• Ability to read and interpret Java source code, analyze stack traces, thread dumps, heap dumps, application logs, and network traces to diagnose customer issues.
• Strong understanding of enterprise integration technologies, including REST/SOAP web services, APIs, SSL/TLS, OAuth, and authentication mechanisms.
• Advanced customer support, communication, and stakeholder management skills with the ability to manage customer escalations effectively.
• Ability to learn new Oracle Cloud technologies quickly and adapt to evolving products and services.
• Ability to manage multiple customer issues simultaneously while meeting service level objectives (SLOs) and delivering an excellent customer experience.
• Proven ability to work independently while collaborating effectively with global support, development, and engineering teams.

Preferred Qualifications

• Candidates currently based in Japan are strongly preferred.
• Experience supporting enterprise customers in the Japan region.
• Ability to provide support during Japan business hours.
• Understanding of Japanese business etiquette and customer communication practices.
• Experience working with both Japanese-speaking and English-speaking customers.

Career Level - IC4