Senior Support Engineer, Product Data Quality & Resolution

Job Description

Senior Support Engineer, Product Data Quality & Resolution

The Senior Support Engineer is responsible for investigating and resolving complex product-data issues that prevent hardware from being successfully onboarded into Oracle data centers. Acting as a technical point of contact for operational support, the role partners with Oracle's global manufacturing partners, Product Engineering, Data Centre Operations, and cross-functional engineering teams to investigate technical issues, identify root causes, and drive timely resolution of critical operational incidents.

• Investigate and resolve complex product-data issues impacting hardware onboarding into Oracle data centers.
• Monitor, prioritize, and respond to technical support tickets within the operational support queue.
• Perform technical triage to identify root causes and determine appropriate resolution paths.
• Collaborate with Oracle's global manufacturing partners to investigate and resolve product-data quality issues while ensuring corrective actions are measurable, verified, and minimize future recurrence.
• Monitor daily manufacturing data feeds to identify data-quality issues and operational exceptions requiring investigation.
• Perform detailed root cause analysis, including writing SQL queries to examine raw database records and investigate non-standard technical issues.
• Read and interpret XML and JSON data to identify missing, incorrect, duplicated, or improperly formatted product information.
• Utilize REST services to retrieve, validate, and submit product data where required.
• Use Python, where appropriate, to analyze, transform, or validate data supporting technical investigations.

• Partner with Product Engineering, Manufacturing Engineering, Data Centre Operations, and other cross-functional teams to coordinate technical investigations.
• Recommend corrective actions that address underlying system or process issues rather than individual incidents alone.
• Initiate and coordinate recommendations for systemic improvements while transitioning implementation ownership to the appropriate Product Engineering or Program Management teams.
• Where investigations require work at remote manufacturing or data centre locations, coordinate appropriate handoff to the responsible Product Engineer or operational team.
• Track investigations, recommendations, and follow-up activities through completion to ensure timely resolution.

• Prioritize technical issues based on business impact, operational urgency, and data center onboarding risk.
• Effectively manage competing priorities within a fast-paced operational support environment.
• Produce clear investigation reports, root cause analyses, and technical documentation.
• Develop and contribute to operational knowledge articles, troubleshooting documentation, and support best practices.
• Identify opportunities to improve operational processes, workflows, and data quality based on investigation outcomes.
• Communicate effectively with stakeholders at all levels, from engineering teams to senior leadership.

• Strong analytical, investigative, and root cause analysis skills.
• Experience writing SQL queries for technical investigation and data analysis.
• Strong Microsoft Excel skills for data analysis and reporting.
• Ability to read and interpret XML and JSON.
• Experience working with REST APIs and related data sources.
• Basic Python programming skills for data analysis and automation.
• Understanding of data validation and product-data quality principles.
• Familiarity with server and rack-level hardware, configuration, and topology.
• Understanding of Product Bills of Materials (BOMs) and parent-child component relationships.

• Ability to coordinate technical investigations across multiple teams and geographic regions.
• Excellent written and verbal communication skills.
• Confidence communicating with both technical teams and senior leadership.
• Strong organizational and prioritization skills.
• Ability to perform effectively under pressure while managing multiple concurrent investigations.
• Experience identifying and recommending systemic improvements that reduce recurring operational issues.
• Ability to collaborate effectively with globally distributed cross-functional teams.

• Reduction in product-data issues impacting hardware onboarding into Oracle data centers.
• Faster investigation and resolution of critical operational incidents.
• Reduced recurrence of issues through effective root cause analysis and recommended corrective actions.
• Improved product-data quality across Oracle's manufacturing partner network.
• Earlier identification and resolution of data-quality issues before products reach Oracle data centers.
• Effective collaboration and communication across Manufacturing, Product Engineering, Data Centre Operations, and other global teams.
• High-quality technical…