Senior Platform Software Engineer at Oracle in Nashville, TN

Job description

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. In this role, you will: Design, develop, and enhance backend services and customer-facing features for next generation customer support chat platform. Builds 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. Helps ensure these capabilities are reliable, secure, measurable, and useful to customers and support teams. Own defined platform components and API contracts. Participates in technical design, code reviews, testing, and troubleshooting to improve service quality and performance. Uses customer feedback, incidents, and telemetry to guide improvements. Collaborate with engineers, product managers, and stakeholders to translate requirements into practical solutions. Follows secure coding practices and supports CI/CD, observability, maintenance, upgrades, and vulnerability remediation to keep services production ready. Key Responsibilities Platform Software Development: 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; drive compatibility-safe remediation plans. Implement targeted resilience/capacity patterns and document adoption guidance for team consumers. Software Development and Coding - Design, Testing, and Optimization: Designs software solutions and analyzes and helps identify requirements to achieve business and operational goals, independently. Adheres to and suggests improvements to all phases of the software development lifecycle. Utilizes working knowledge to develop new software features and enhancements following design specifications and develops documents to clarify software design and code. Leads code reviews in designated areas to help drive improvements. Conducts debugging and troubleshooting to identify and fix moderately complex software issues. Develops fixes for identified issues. Implements software testing (e.g., functional and non-functional testing), quality assurance processes, software error logging, monitoring, and observability for effective debugging, ensuring review by manager and/or lead throughout the process. Exercises judgment and discretion to conduct performance profiling and optimization of coding. Troubleshoots and resolves moderately complex issues related to application programming interface (API) functionality and integration. Implements moderately complex API versioning, lifecycle, and interoperability strategies. Software Architecture - Software System Structural Design: Designs and develops software, systems, and services aligned to pre-defined system architecture. Develops working knowledge of software architecture decisions and best practices. Collaborates with team leads to review work to ensure alignment with software architecture. Implements moderately complex performance optimization and scalability strategies in software design. Issue/Defect Collaboration - Software Products Support: Collaborates within and beyond immediate team to understand customer issues and align solutions. May provide technical guidance and support to customers regarding customer-reported issues, independently. Coaches, mentors, and guides others to advocate for customers' interests and suggests product enhancements based on feedback. Influences team to ensure customer satisfaction through timely resolution of issues and effective communication. Implements customer issue and/or defect handling and