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About the Role

AI for Support enables customers to resolve issues through self-service and equips support engineers with timely insights that reduce manual effort and cognitive load, accelerating issue resolution. Developers on the AI for Support team leverage Generative AI agents within chat and support ticketing.

Responsibilities

Design, develop, and enhance backend services and customer-facing features for next generation customer support chat platform.
Build scalable solutions for chat, ticketing, and live-agent workflows, with integrations to enterprise reporting, forecasting, and data platforms.
Develop APIs, data models, and service integrations that support AI-assisted experiences such as knowledge retrieval, response suggestions, conversation summarization, and routing to the right support resource.
Ensure AI-assisted capabilities are reliable, secure, measurable, and useful to customers and support teams.
Own defined platform components and API contracts.
Participate in technical design, code reviews, testing, and troubleshooting to improve service quality and performance.
Use customer feedback, incidents, and telemetry to guide improvements.
Collaborate with engineers, product managers, and stakeholders to translate requirements into practical solutions.
Follow secure coding practices and support CI/CD, observability, maintenance, upgrades, and vulnerability remediation to keep services production ready.
Own a bounded platform component (service module, SDK area) and evolve its contracts for multi-tenant use.
Perform deep debugging across a limited-service graph and drive compatibility-safe remediation plans.
Implement targeted resilience/capacity patterns and document adoption guidance for team consumers.
Design software solutions and analyze requirements to achieve business and operational goals independently.
Adhere to and suggest improvements for all phases of the software development lifecycle.
Develop new software features and enhancements following design specifications.
Develop documents to clarify software design and code.
Lead code reviews in designated areas to drive improvements.
Conduct debugging and troubleshooting to identify and fix moderately complex software issues.
Develop fixes for identified issues.
Implement software testing (e.g., functional and non-functional testing) and quality assurance processes.
Implement software error logging, monitoring, and observability for effective debugging.
Conduct performance profiling and optimization of coding.
Troubleshoot and resolve moderately complex issues related to API functionality and integration.
Implement moderately complex API versioning, lifecycle, and interoperability strategies.
Design and develop software, systems, and services aligned to pre-defined system architecture.
Develop working knowledge of software architecture decisions and best practices.
Review work with team leads to ensure alignment with software architecture.
Implement moderately complex performance optimization and scalability strategies in software design.
Collaborate within and beyond the immediate team to understand customer issues and align solutions.
Provide technical guidance and support to customers regarding customer-reported issues independently.
Coach, mentor, and guide others to advocate for customers' interests and suggest product enhancements based on feedback.
Influence the team to ensure customer satisfaction through timely resolution of issues and effective communication.
Implement customer issue and/or defect handling and training processes independently.
Investigate and troubleshoot complex product maintenance issues to ensure customer agreement on short- and long-term solutions.
Collaborate with the team to establish and follow development practices and coding standards.
Ensure code quality and adherence to broad acceptance criteria during development.
Keep up to date with industry best practices and apply them to software development processes.
Implement secure coding practices to prevent security vulnerabilities.
Perform periodic maintenance and testing operations for systems requiring upgrading or patching.
Drive improvements, ensure automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability.
Independently manage work, monitoring timelines and deliverables.
Proactively prioritize work and adapt to resource or timeline shifts.
Collaborate across teams to align on expectations and achieve shared objectives.
Build and maintain a comprehensive understanding of business, stakeholder, and/or customer needs.
Actively listen to diverse perspectives and ask questions to ensure understanding of others.
Independently identify and address standard and non-standard issues in accordance with standard practices.
Analyze data and/or information from multiple sources to troubleshoot errors.
Contribute to knowledge sharing and best practices.
Actively seek to build knowledge and new skills and/or tools.
Stay current with industry trends and best practices.
Seek out and leverage feedback and training to improve skills.
Contribute to a culture of continuous learning and knowledge sharing with team members.
Develop ideas and recommend updates to increase the efficiency and effectiveness of processes, protocols, and workflows.
Seek input from team members on alternative approaches and methods for improving work.

Requirements

Must comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements for certain U.S. based or U.S. customer or client-facing roles.

Skills

Generative AI agents
Chat
Support ticketing
Backend services
Customer-facing features
Customer support chat platform
Scalable solutions
Live-agent workflows
Enterprise reporting
Forecasting
Data platforms
APIs
Data models
Service integrations
AI-assisted experiences
Knowledge retrieval
Response suggestions
Conversation summarization
Routing
Platform components
API contracts
Technical design
Code reviews
Testing
Troubleshooting
Customer feedback
Incidents
Telemetry
Product managers
Stakeholders
Secure coding practices
CI/CD
Observability
Maintenance
Upgrades
Vulnerability remediation
Debugging
Resilience/capacity patterns
Software development lifecycle
Software design
Functional testing
Non-functional testing
Quality assurance processes
Software error logging
Monitoring
Performance profiling
API versioning
API lifecycle
API interoperability
System architecture
Performance optimization
Scalability strategies
Customer issues
Product maintenance
Development practices
Coding standards
System maintenance
Automation
Service/product availability
Service/product health
Service/product support
Service/product reliability
Work management
Timeline monitoring
Deliverable monitoring
Prioritization
Collaboration
Partnership building
Business needs understanding
Stakeholder needs understanding
Customer needs understanding
Problem-solving
Data analysis
Knowledge sharing
Continuous learning
Continuous improvement

Salary/Compensations

$92,500 to $209,500 per annum

Benefits

May be eligible for bonus and equity.
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.
Accrued Vacation is provided to all other employees eligible for vacation benefits.
For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment.
Vacation accrual is prorated for employees working between 20 and 34 hours per week.
Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
Competitive benefits that support our people with flexible medical, life insurance, and retirement options.
Volunteer programs.

About the Company

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care.
With AI embedded across our products and services, we help customers turn that promise into a better future for all.
Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute.
We’re committed to growing a workforce that promotes opportunities for all.

Equal Opportunity

We’re committed to including people with disabilities at all stages of the employment process.
If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.
Oracle is an Equal Employment Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law.
Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.