Lead Principal Advanced Services Engineer

** Job Description*
* Serves as a trusted advisor to customers and technical expert on technologies across the marketplace to shape guidance provided to customers. Serves as a go-to technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and best practices. Leads organization-wide optimizations (e.g., automation) into solutions and technical delivery in coordination with the customer team. Acts as an internal and/or external expert point of contact and escalation point for critical technical and process issues and provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation.

Assists customers with highly complex software updates, upgrades, configuration, and incident remediation and educates and mentors junior engineers to educate customers on product features, upgrades, and best practices. Leads the scoping, creation, and maintenance of customer deliverables to help customers with solution implementation. Leads highly complex problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain.

Drives cross-functional solution alignment with technology strategy and business goals. Delivers presentations and acts as a technical expert and executive presence during presentations for junior engineers.

** Responsibilities*
* ** Key Responsibilities*
* ** Technical Leadership:*
* -Serves as a trusted advisor to customers and a technical expert on

technologies across the marketplace (e.g., technical speaking engagements,

publications) to shape guidance provided to customers.

-Recognized as a technical expert with highly specialized knowledge across

Oracle and non-Oracle technologies, products, services, and market trends,

serving as a go-to expert for complex or high-impact scenarios.

-Defines or adjusts strategy for highly complex pre-sales activities,

contributing to long-term account growth and solution fit.

-Leads organization-wide and customer fleet-wide optimizations or efficiency

efforts (e.g., automation, streamlined processes, elimination of redundant

effort), coordinating with the TAM, ASE engineers and others on the Oracle

customer team.

-Works with external partners to ensure appropriate design and implementation

of solutions and promote best practices for technology deployment and

workloads, and their stability, maintainability, upgradeability, and

performance.

** Service Delivery:*
* -Acts as internal and/or external expert point of contact and escalation point

for critical technical and process issues encountered in the customer's

supported environment.

-Provides proactive and reactive remote or onsite technical assistance in close

cooperation with Support and Product Development teams, for problem analysis

and investigation and providing and verifying workarounds and acting as a field

point of contact for various LOBs.

-Assists customers with highly complex software updates, upgrades, change

management, and incident remediation, identifying key risks and mitigation

strategies that may impact project success.

-Analyzes new and highly complex issues encountered by customers by performing

thorough technical root cause investigations.

-Reviews themes across lessons learned post-project and leads changes to

improve technology implementation.

** Global Customer Engagement &

Education:

*
* -Acts as expert technical lead for customers and partners with customer

leadership to, ensuring solutions address business needs and drive long-term

business transformation.

-Educates and mentors junior engineers to educate customers on product

features, upgrades, and patches, and drives and shapes adoption of best

practices for technology deployment and workloads, and their stability,

maintainability, upgradeability, and performance.

-Provides executive presence for junior team members during customer meetings

where technical expertise is required for critical or escalated issues or where

expert technical direction is needed for key decisions.

-Uses holistic view of solutions and contextual understanding of customer

solutions to influence customer direction.

** Technical Design & Documentation:*
* -Leads the scoping, creation, and maintenance of customer deliverables, SOPs,

and documentation to help customers implement solutions.

-Leads highly complex problem analysis and investigation, providing documented

technical solutions ready for customers to implement, test and maintain.

-Oversees how solution designs are developed across programs, ensuring the use

of appropriate methodologies and adherence to Oracle and enterprise

architectural standards.

-Scopes potential customer requests and clarify value-add for a service during

pre-sales.

-Defines best practices and provides mentorship to engineers across multiple

teams.

-Ensures technical designs are forward-looking, scalable, and aligned with

broader strategic direction.

-Translates market trends into design strategies…