Lead Principal Support Engineer -Life Sciences

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., * 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.

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.

• 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.