Product Support Director

The Director, Engineering Escalations and Analytics (Middleware Software and Cloud Services) will lead the resolution of complex technical escalations and leverage data analytics to proactively improve customer outcomes.

This role requires experience in technologies like application servers (WebLogic, Tomcat, etc.), Java-based applications, databases, and cloud services.

A strong focus on customer success will be critical, as you work to quickly resolve escalations and analyze trends to prevent recurring issues.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

In this leadership role, you will also harness data analytics to identify patterns in escalations, drive process improvements, and deliver insights that improve the customer experience.

You will partner cross-functionally with teams to ensure technical issues are addressed efficiently and that proactive measures are taken to optimize product performance for customers.

Key Responsibilities

• Lead and manage escalations for high-severity, complex technical issues related to ensuring fast, efficient resolutions that enhance customer trust in the Oracle stack.
• Act as the key point of contact for technical escalations, focusing on resolving issues that impact customer satisfaction and long-term success.
• Leverage data analytics to monitor escalation trends, uncover patterns, and provide data-driven insights to improve both customer outcomes and product performance.
• Work closely with engineering, operations, and customer support teams to analyze customer data, diagnose recurring issues, and ensure long-term fixes are implemented across middleware and cloud services.
• Lead root cause analysis for escalated issues, driving systemic improvements to prevent future escalations and improve overall product reliability.
• Collaborate with cross-functional teams to identify predictive analytics opportunities, using data to anticipate customer issues and enhance the reliability of the Oracle technology stack.
• Develop escalation processes, policies, and best practices with a data-driven focus, ensuring continuous improvements that prioritize customer satisfaction.
• Provide analytics-driven post-mortem reports on major escalations, presenting trends and actionable insights to senior leadership to drive improvements in product and service delivery.
• Mentor and guide the engineering escalations and analytics team, fostering a culture of technical excellence, customer-centricity, and data-driven decision-making.
• Drive initiatives to automate troubleshooting processes and streamline escalation handling, reducing manual intervention and improving response times.
• Participate in the on-call rotation for escalations, ensuring swift, data-informed handling of high-priority incidents and maintaining a focus on customer experience.

Qualifications

Education : Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience).

A Master’s degree or relevant certification is a plus.

Experience :

• 10+ years of experience in technical roles within middleware software, cloud services, or distributed systems.
• 5+ years in a leadership role managing engineering escalations, customer incidents, or technical troubleshooting, with a focus on data analytics and customer success.
• Strong background in using analytics tools to analyze operational data, improve service delivery, and provide actionable insights to enhance customer outcomes.

Technical Skills :

• Understanding of middleware architectures, including application servers, messaging systems, and integration platforms.
• Experience in aiding with diagnosing and resolving Java-based application performance issues and middleware system errors.
• Hands-on experience with data analytics tools (e.g., SQL) to drive insights and improvements in customer escalations and system performance.
• Familiarity with cloud services and architectures (e.g., hybrid and multi-cloud environments) as well as the integration of middleware solutions.

Soft Skills :

• Strong leadership and communication skills, with the ability to work across teams and engage with customers.
• Excellent analytical, problem-solving, and decision-making abilities, with an emphasis on data-driven insights and customer satisfaction.
• Ability to thrive in high-pressure environments, managing multiple priorities while maintaining a focus on customer success and continuous improvement.

Preferred Qualifications

• Experience in large-scale enterprise middleware deployments, cloud migrations, or similar projects.
• Proven track record of using data analytics to improve operational efficiency, reduce escalations, and drive customer success.
• Familiarity with ITIL practices or incident management frameworks, with a focus on data-driven improvements.

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