Senior Manager, Support Engineering

Oracle

Confirmed live yesterday High trust

Quick summary

Work type: On-site
Location: —
Salary: $98,700–$209,500 / yr
Posted: 24 days ago
Freshness: Confirmed live yesterday

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $203k

This role $154k

$80k most similar roles pay here $278k

This role pays less than 82% of similar roles. Most pay $167,000–$238,402 — the shaded band above. At the midpoint, this role pays about $154k versus about $203k for comparable roles.

Based on 240 similar postings.

Employer

About Oracle

Oracle Corporation is a leading multinational technology company specializing in database software, cloud computing, and enterprise software.

Oracle currently has 781 open roles on FindRole.

Listed pay typically runs $102,300–$209,500 across 713 roles with salary data.

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At a glance

TL;DR · Senior Manager, Support Engineering

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The Senior Manager, Support Engineering leads and manages teams focused on resolving incoming service requests and managing customer service delivery operations. This role serves as the primary point of escalation for complex inquiries while identifying systematic gaps in incident management to implement long-term solutions. The manager oversees the resolution of escalated issues, coordinates cross-functional collaboration with technical leadership to address infrastructure or product bugs, and drives the expansion of the Knowledge Base. Key responsibilities include managing translation services for technical content, performing resource planning, and monitoring key metrics to ensure team goals are met. The role requires expertise in project management, data analysis, and proactive support initiatives. This position addresses critical customer pain points by improving service processes, automating feedback analysis, and ensuring high-quality technical support across various products and systems.

Skills

Incident Management Knowledge Base KPI Analysis Quality Assurance Translation Tools Process Improvement

What you'll do

Serve as the primary point of escalation for complex customer inquiries and high-priority service issues.
Evaluate incident management processes to identify and resolve systematic gaps in support workflows.
Lead cross-functional collaboration with technical teams to resolve infrastructure bugs and product defects.
Drive the expansion and maintenance of the Knowledge Base to improve customer experience.
Manage and execute proactive support initiatives and projects to improve service delivery.
Monitor key performance metrics to ensure team members meet goals for resolution quality and speed.
Oversee the development and implementation of internal processes to increase operational efficiency.
Mentor team members on technical training, product knowledge, and professional career development.

What we're looking for

Must have 10+ years of experience in relevant fields.
Must be able to read, write, and speak English.
Experience managing and providing strategic recommendations for resolving incoming service requests is required.
Ability to serve as a point of escalation for complex customer inquiries and technical issues.
Experience evaluating Incident Management processes to identify and address systematic gaps.
Ability to lead cross-functional collaboration with technical leadership teams to resolve complex problems.
Experience managing large-scale projects, including monitoring timelines, deliverables, and budgets.
Ability to provide coaching and feedback for team member development and performance management.

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