Advanced Technical Support Engineer-Life Sciences

Career level

Middle (2-5 years), Senior (5-10 years)

Spoken languages


Job Address(es)

Advanced Technical Support Engineer - Cloud Life Sciences Applications

The Oracle Health Sciences Global Business Unit (HSGBU) is a specialized business unit focused solely on the software and service requirements of the Health Sciences industry. By delivering software solutions aimed at adding value to Healthcare and life science organizations, the HSGBU has the unique and exciting opportunity to be at the forefront of enabling better patient outcomes within the clinical industry.

A successful candidate for this position will provide customer facing advanced technical support for a wide variety of complex issues across the HSGBU product line and related systems. A primary point of contact for customers, the successful candidate will be fully competent in own area of expertise and is responsible for upholding and exhibiting Oracle’s standards of world-class customer support, operating independently and collaboratively within a global team of highly skilled professionals to deliver technical solutions that meet customer, industry and regulatory expectations. Our mission in HSGBU Support is to dynamically adapt to customer needs around the clock to ensure on-going customer success and patient safety.

This is a senior level engineer role where duties and tasks are varied and complex needing independent judgment. Daily tasks, each aimed at resolving advanced technical issues reported by end-users, include database querying; review of technical design specs; problem replication; creation and implementation of creative workaround solutions; implementation of data change requests; identification and documentation of system defects; coordination with cross-functional teams; collaboration with a network of global colleagues; and contributing to knowledge base articles. Issues to be addressed may be critical in nature, requiring fast-paced responsiveness; multi-tasking; and strong coordination and communication skills to successfully resolve. Resolution often requires development of a custom solution, leveraging all tasks/teams previously mentioned.


Desired Experience:

• BS in a Computer Science, Physical Sciences or equivalent relevant experience
• 3-5 years’ experience in a software support/software development role
• Strong experience working with relational databases such as SQL Serverand SQL scripting/implementation
• Experience in Microsoft C# .NET
• Experience with XML and DAT + MAP scripting
• Experience in providing application support for complex software products
• Experience coordinating directly with technical/non-technical stakeholders and customers
• Experience working in a regulated industry (Health Care or Life Science industry experience is preferred)
• Experience working globally
• Experience working within defined Standard Operating Procedures

Desired Skills and Attributes:
• Highly self-motivated and customer-focused, with a pro-active and responsive approach
• Able to multi-task in a fast paced environment and within strict deadlines and regulations
• Exemplary time-management and general organizational skills
• Able to influence and build rapport with colleagues and customers, locally and worldwide
• Able to work independently as well as part of a cross-functional team
• Exceptional attention to detail
• Strong, professional communication skills & etiquette (written and verbal)
• Able to understand and define customer needs
• Able to clearly convey the nature of technical issues to non-technical audiences
• Able to view issues from multiple perspectives (“outside the box” thinking)
• Sound analytical skills
• Unwavering work ethic