Oracle Hiring Support Engineer 1 in Bengaluru | Freshers Eligible

Job Description

As a Support Engineer I, you will investigate issues in front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques include capturing log files, querying tables, updating database fields and cycling servers. You will document notes, activities, resolutions and knowledge articles throughout the investigation lifecycle.

You will prioritize work by severity to balance client and business needs. Collaborating across teams ensures issues reach the right person.

We encourage candidates from all backgrounds to apply.

Key Responsibilities

• Customer issue resolution: Troubleshoot and resolve technical issues reported by customers within defined SLAs.
• Incident management: Own support cases from initial investigation through resolution and closure, with timely updates.
• Technical troubleshooting: Analyze logs, error messages, configurations and system behavior to find root causes.
• Issue reproduction: Reproduce reported problems in test environments when possible and document findings clearly.
• Escalation: Escalate complex issues to senior support engineers, development or other relevant teams with complete diagnostic information.
• Customer communication: Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds and resolutions.
• Documentation: Maintain accurate case notes and create or update knowledge-base articles, troubleshooting guides and known-issue documentation.
• Collaboration: Work with engineering, QA, operations and other support teams to resolve cross-functional issues.
• Product knowledge: Keep developing knowledge of supported products, technologies, tools and support processes.
• Service quality: Meet support KPIs such as response time, resolution time, case quality, customer satisfaction and SLA compliance.

Candidates should be ready to work in different shifts and provide on-call support.