Oracle · 16 hours ago
Product Support Director
United States
Full-time
Remote
Director/Executive
$109K/yr - $223K/yr
10+ years expOracle is seeking a Director, Product Support to provide strategic and operational leadership for mission-critical support of Oracle’s Developer Tools cloud and on-premise product portfolio. This role is responsible for delivering a scalable, high-reliability, and customer-centric support experience for a global enterprise customer base.
Data GovernanceData ManagementEnterprise SoftwareInformation TechnologySaaSSoftware
Responsibilities
Define and execute the vision and strategy for Product Support, aligned with Oracle’s cloud and enterprise business objectives
Lead and scale global technical support teams, fostering a high-performance and inclusive culture
Own customer satisfaction, SLA performance, and resolution of complex, high-impact escalations
Drive operational excellence through standardized processes, metrics, and continuous improvement initiatives
Implement data-driven approaches to reduce time-to-resolution, prevent recurring issues, and improve service reliability
Partner with Product Management, Engineering, DevOps, and Sales to improve product quality, influence roadmap decisions, and deliver better customer outcomes
Lead expansion of AI and automation capabilities to improve self-service accuracy, reduce case volume, and increase operational efficiency
Act as an executive customer advocate, supporting strategic accounts and strengthening long-term customer relationships
Provide executive-level reporting and insights on support performance, customer health, and operational trends
Qualification
Required
10+ years of experience in customer support, customer success, or service delivery within enterprise software or cloud technology organizations
Proven experience leading large, global, technical support teams
Strong leadership, communication, and executive-level customer engagement skills
Demonstrated ability to manage escalations, SLA performance, and mission-critical services
Experience working cross-functionally with Product Management, Engineering, DevOps, and Sales organizations
Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field
Preferred
MBA or advanced degree
Experience supporting cloud platforms (OCI, AWS, Azure), SaaS, PaaS, and complex enterprise workloads
Background supporting developer tools, platforms, or distributed systems
Familiarity with automation, AI-driven support tooling, and chatbot technologies
Experience driving product adoption, renewals, and long-term customer value
Benefits
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
Company
Oracle
Oracle is an integrated cloud application and platform services that sells a range of enterprise information technology solutions.
10001+ employees
H1B Sponsorship
Oracle has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1271)
2024 (846)
2023 (995)
2022 (1192)
2021 (985)
2020 (755)
Funding
Current Stage
Public CompanyTotal Funding
$25.75BKey Investors
Sequoia Capital
2025-09-24Post Ipo Debt· $18B
2025-02-03Post Ipo Debt· $7.75B
1986-03-12IPO
Leadership Team
Esteban Rubens
Healthcare Field CTO
G
Gerard Warrens
Field CTO, Business Strategy and Transformative Technologies
Recent News
2026-01-09
2026-01-07
Company data provided by crunchbase