Support Engineer 1 at Oracle - Apply Now | Technical Support

Job Description

Acts as the primary contact for customers, handling inquiries through phone or electronic channels. Provides technical support by troubleshooting and resolving straightforward issues with assigned Oracle products. Works with more experienced colleagues to report and address routine design, reliability, and maintenance concerns. Maintains service request and product documentation, and learns to create Knowledge Base articles or troubleshooting guides. Assists internal teams and stakeholders with various customer situations and technical issues. Learns to use automation and AI tools to identify root causes of common problems and starts to spot potential improvements to support processes.

Key Responsibilities

Technical Support and Solution Delivery - Customer Support and Advocacy:

• Serves as the point of contact for customers, building relationships and handling inquiries via phone, electronic, or in-person methods.
• Provides technical support by answering questions, troubleshooting, and resolving simple issues related to assigned Oracle products.

Technical Support and Solution Delivery - Technical Problem-Solving and Resolution:

• Uses a basic understanding of problem resolution, including fix delivery and product certification, to research, recreate, and test technical issues for assigned products, with minimal guidance.
• Follows up with customers on service requests to communicate resolutions and ensure issues are resolved, escalating complex problems to appropriate teams when needed.
• Coordinates with more experienced peers to report design, reliability, and maintenance issues, supporting resolution of routine problems.

Technical Support and Solution Delivery - Technical Support Documentation:

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

Technical Proficiency and Support Enhancement - Technical Support Collaboration:

• Develops a deeper understanding of assigned Oracle product ecosystems and customer environments.
• Assists internal teams and stakeholders with diverse customer situations and technical issues.

Technical Proficiency and Support Enhancement - Technical Support Improvement:

• Learns to use automation and AI tools to discover root causes of common issues.
• Begins to identify potential enhancements to support processes, workflows, guidelines, and best practices based on customer feedback and operational insights.

Performance Monitoring and Management:

• Monitors and executes own support service performance metrics, with some guidance.

Additional Responsibilities (as needed) - Services Translation:

• Provides oral and verbal translation services for technical and non-technical inquiries, with guidance.

Core Responsibilities - Planning & Execution:

• Completes assigned tasks and monitors timelines to ensure timely completion in line with project requirements, with supervision. Follows direction to prioritize work and adapt to shifts in resources or timelines.

Core Responsibilities - Collaboration & Partnership:

• Collaborates with team members to understand expectations and contribute to shared objectives. Builds basic understanding of business, stakeholder, and customer needs with guidance.

Core Responsibilities - Problem Solving:

• Follows standard procedures to identify and escalate issues to senior team members. Collects and reviews basic data to troubleshoot common errors.

Core Responsibilities - Continuous Learning:

• Builds knowledge and learns new skills or tools aligned with industry trends and best practices as directed. Incorporates feedback and participates in training to improve skills.

Core Responsibilities - Continuous Improvement:

• Begins to identify ways to increase efficiency and effectiveness of processes, protocols, and workflows with guidance.