Senior Support Engineer, Data Quality & Resolution

Salary: $142,000 - 194,000 per year Requirements:

• We need 8 years of experience in customer support, technical support, or a related field.
• Alternatively, we accept a bachelors degree in Business, Finance, Computer Science, Information Systems, Information Technology, or a related discipline plus 4 years of relevant experience.
• Alternatively, we accept a masters degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology, or a related discipline plus 2 years of relevant experience.
• A doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology, or a related field is also acceptable.
• We require strong analytical, investigative, and root-cause analysis capabilities.
• We need experience writing SQL queries for technical analysis and data investigation.
• Strong Microsoft Excel skills for analysis and reporting are required.
• Ability to read and interpret XML and JSON is required.
• Experience working with REST APIs and related data sources is required.
• Basic Python skills for data analysis and automation are required.
• We expect understanding of data validation and product-data quality principles.
• Familiarity with server- and rack-level hardware, configuration, and topology is required.
• Understanding of Product Bills of Materials and parent-child component relationships is required.
• We require excellent written and verbal communication skills.
• You must be able to coordinate technical investigations across multiple teams and regions.
• You need strong organizational and prioritization skills.
• Ability to work effectively under pressure while managing multiple concurrent investigations is required.
• We expect experience identifying and recommending systemic improvements that reduce recurring operational issues.
• The Knowledge Centered Services Contributor Certification is required within the first 30 days after hire.
• Service delivery management experience, including coordinating high-quality service and maintaining customer satisfaction, is required.
• Cross-functional and team collaboration skills across regions are required.

• We investigate and resolve complex product-data issues that affect hardware onboarding into our data centers.
• We monitor, prioritize, and respond to technical support tickets in the operational queue.
• We perform technical triage to determine root causes and the best resolution path.
• We work with global manufacturing partners to address product-data quality issues and verify corrective actions.
• We review daily manufacturing data feeds to spot data-quality problems and operational exceptions.
• We carry out detailed root cause analysis, including writing SQL queries to examine raw database records.
• We read and interpret XML and JSON to find missing, incorrect, duplicated, or malformed product information.
• We use REST services to retrieve, validate, and submit product data when needed.
• We may use Python to analyze, transform, or validate data during investigations.
• We partner with Product Engineering, Manufacturing Engineering, Data Centre Operations, and other teams to coordinate investigations.
• We recommend fixes that address underlying system or process issues, not just isolated incidents.
• We initiate and track improvement recommendations through completion while handing implementation over to the appropriate teams.
• We coordinate handoff to the responsible Product Engineer or operational team when work is required at remote manufacturing or data centre locations.
• We track investigations, recommendations, and follow-up actions through to resolution.
• We prioritize issues based on business impact, operational urgency, and data center onboarding risk.
• We manage competing demands in a fast-paced support environment.
• We produce investigation reports, root cause analyses, and technical documentation.
• We build and contribute to knowledge articles, troubleshooting guides, and support best practices.
• We identify opportunities to improve operational workflows, processes, and data quality.
• We communicate effectively with stakeholders ranging from engineering teams to senior leadership.

• Cloud
• Excel
• Hardware
• Support
• JSON
• Network
• Oracle
• Python
• REST
• SQL
• XML

More:

hackajob is partnering with Oracle to connect exceptional professionals with this Senior Support Engineer, Product Data Quality & Resolution opportunity. We operate in a global, follow-the-sun support environment and the role includes scheduled weekend and after-hours coverage as needed. The position is based in Nashville, TN and focuses on investigating and resolving complex product-data issues, improving data quality, and supporting critical hardware onboarding operations across our worldwide manufacturing and data center network. Preferred qualifications include several Oracle-related certifications, including Knowledge Centered Services Author Certification, Oracle Diagnostic Methodology credentials, Oracle Cloud Infrastructure Foundation Certification, and NetSuite SME Certification.

last updated 39 week of 2026