Oracle Hiring Support Engineer 1 in Bengaluru | Technical Support

Role Overview

This role acts as a point of contact for customers, handling inquiries by phone or electronic channels. You will troubleshoot and resolve simple issues with assigned Oracle products, working alongside more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues.

You will maintain service request and product documentation and learn to create Knowledge Base articles and troubleshooting guides. You will also assist internal teams and stakeholders with diverse customer situations and technical issues, and learn to use automation and tooling (such as A.I. Assistance) to find root causes of common problems.

Key Responsibilities

Customer Support and Advocacy

• Serve as a point of contact for customers and help build customer relationships through phone, electronic, or in-person channels.
• Answer technical questions and troubleshoot simple issues related to assigned Oracle products.

Technical Problem-Solving and Resolution

• Research, re-create, and test technical issues in assigned product areas with minimal guidance.
• Follow up with customers to communicate resolutions, and escalate complex technical issues to the appropriate teams.
• Coordinate with experienced peers to report design, reliability, and maintenance problems or bugs.

Technical Support Documentation

• Document activities on service requests and product documentation through resolution.
• Learn to prepare troubleshooting guides and Knowledge Base articles for resolved issues.

Technical Proficiency and Support Enhancement

• Develop a deeper understanding of the assigned Oracle product ecosystems and customer environments.
• Use automation and tooling to discover root causes of common issues.
• Identify potential enhancements to support processes, workflows, guidelines, and best practices based on customer feedback and operational insights.

Performance and Core Responsibilities

• Monitor your own support service performance metrics with some guidance.
• Provide oral and verbal translation services for technical and non-technical inquiries, with guidance, as needed.
• Complete assigned tasks on schedule, follow direction on priorities, and collaborate with team members.
• Follow standard procedures to identify and escalate issues, and review basic data to troubleshoot common errors.
• Build knowledge of new skills and tools aligned with industry trends, and take part in training.
• Look for ways to improve the efficiency and effectiveness of processes and workflows.