Job Description

CEM job description :

About Global Customer Support -

Global Customer Support provides technical assistance for all Oracle products, ensuring maximum availability of Oracle customers systems and helping them to benefit from running the latest Oracle technology and applications. We are looking for a Customer Escalation manager(CEM) to handle customer escalations and assist customers in getting best ROI with Oracle support.

  • As a Customer Escalation Manager manage escalations from customers
  • Work as Delivery point of Contact for Support Top Account customers
  • Call customers and help in resolving their issues
  • Collaborate with other teams when customer has issues with multiple teams
  • Proactive in following up on escalations
  • Updating customer on the progress of the issue
  • Gain technical expertise in On prem and cloud DB service offerings
Role Description

As a Customer Escalation Manager, you will manage escalations from customers. You will call customers and help in resolving their issues. You will collaborate with other teams when customer has issues with multiple teams and see that customer deals with one POC from Oracle. You have to be proactive in following up on escalations. You will be updating customer on the progress of the issue. A strong understanding of database performance is required from a technical perspective.
As a CEM you will be assigned one or more Oracle support's Top Account customers for proactive assistance and monitoring. You will be expected to work with the other assigned account managers for these customers and support teams to ensure their support issues are addressed promptly.
You will be expected to thrive in a fast-paced team oriented environment where each team member is offered/self explore avenues to contribute in a variety of ways. And be a team player to collaborate across/within competency teams both local and global levels in providing superior ownership experience while resolving customer issues.
Looking for a candidate with 10+ years of good experience in handling customer escalations. Also should demonstrate strength as a DBA with expertise in handling database performance issues along with skills in any of the Oracle products.

Soft skills
  • Should have strong customer service skills and an eagerness to excel
  • Strong communication and customer-facing skills
  • Excellent trouble-shooting skills and tenacity in problem solving
  • Strong analytical skills
  • Ability to work under pressure
  • Demonstrated ability to coordinate the resolution of escalated issues

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 115283 in the subject line of the email.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.


For over three decades, Oracle has been the center of innovation for business software—birthplace of the first commercially available relational database, the first suite of internet-based applications, and the next-generation enterprise-computing platform, Oracle Fusion. Today, Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers—including 100 of the Fortune 100—representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 104,500 global employees—including 30,000 developers working full-time on Oracle products—are critical to that success.

Oracle recruiters are always searching for brilliant employees with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. Oracle employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire technology industry.