Oracle Support Engineer 1 Jobs in Bengaluru | Apply Now

Role Overview

Serves as a point of contact for customers, fielding inquiries by phone or electronic channels. Provides technical support by troubleshooting and resolving simple issues with assigned Oracle products. Works alongside more experienced peers to report and help resolve routine design, reliability, and maintenance issues. Keeps service request and product documentation current and learns to write Knowledge Base articles and troubleshooting guides. Assists internal teams and stakeholders with diverse customer situations and technical issues. Learns to use automation and tooling (such as A.I. Assistance) to find root causes of common issues and to suggest improvements to support processes, workflows, guidelines, and best practices.

Key Responsibilities

Customer Support and Advocacy

• Acts as a point of contact for customers and helps build customer relationships through phone, electronic, or in-person channels.
• Answers technical questions and troubleshoots simple issues related to assigned Oracle products.

Technical Problem-Solving and Resolution

• Uses basic problem resolution skills, including fix delivery and product certification, to research, recreate, and test customer-reported issues with minimal guidance.
• Follows up with customers on service requests to confirm resolution, and escalates complex issues to the appropriate technical teams.
• Works with more experienced peers to report design, reliability, and maintenance problems or bugs.

Technical Support Documentation

• Documents activities on service requests and product documentation, learning to use troubleshooting guides and Knowledge Base articles through resolution.
• Learns to prepare troubleshooting guides and Knowledge Base articles for resolved issues.

Technical Proficiency and Support Enhancement

• Builds a deeper understanding of assigned Oracle product ecosystems and customer environments.
• Assists internal teams and stakeholders with diverse customer situations and technical issues.
• Learns to use automation and tooling to find root causes of common issues.
• Identifies potential enhancements to support processes, workflows, guidelines, and best practices based on customer feedback and operational insights.

Performance and Core Responsibilities

• Monitors own support performance metrics with some guidance.
• Provides oral and verbal translation services for technical and non-technical inquiries, with guidance, as needed.
• Completes assigned tasks on schedule under supervision and adjusts priorities as resources or timelines shift.
• Collaborates with team members to understand expectations and contribute to shared goals.
• Follows standard procedures to escalate issues to senior team members and reviews basic data to troubleshoot common errors.
• Builds knowledge and learns new skills and tools as directed, and uses feedback and training to improve.
• Looks for ways to improve the efficiency and effectiveness of processes, protocols, and workflows with guidance.

About Oracle

Oracle brings together data, infrastructure, applications, and expertise to support innovation across industries. With AI built into its products and services, Oracle helps customers work toward a better future. The company is committed to a diverse workforce with competitive benefits, including flexible medical, life insurance, and retirement options, and it encourages employees to volunteer in their communities.

Oracle is committed to including people with disabilities at every stage of employment. Accessibility assistance or accommodation requests can be sent to accommodation-request_mb@oracle.com or made by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. Qualified applicants receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other legally protected characteristic, and applicants with arrest and conviction records are considered as permitted by law.