Support Engineer 1

About the Role

Oracle brings together data, infrastructure, applications, and expertise to power industry innovations and life-saving care. With AI embedded across its products and services, Oracle helps customers build a better future.

Key Responsibilities

• Customer Support:
• Serve as a point of contact for customers, fielding inquiries via phone, electronic, or in-person channels.
• Facilitate customer relationship building.
• Technical Support and Solution Delivery:
• Provide technical support by answering technical questions, troubleshooting, and resolving simple issues encountered with assigned Oracle product(s).
• Leverage a basic understanding of problem resolution, which may include fix delivery and product certification, to research, re-create, and test technical issues for assigned product areas with minimal guidance.
• Follow up with customers on service requests to communicate resolution and ensure all issues are resolved.
• Escalate complex customer technical issues to appropriate technical teams for resolution, as needed.
• Coordinate with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting the resolution of routine issues.
• Technical Support Documentation:
• Document activities on service requests and/or product documentation through resolution, learning to leverage troubleshooting guides and/or Knowledge Base articles.
• Learn to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Technical Proficiency and Support Enhancement:
• Provide assistance to internal teams and stakeholders on diverse customer situations and technical issues.
• Learn to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
• Begin to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.
• Core Responsibilities:
• Complete assigned tasks and monitor timelines to ensure timely completion of work in accordance with project requirements, with supervision.
• Follow direction to prioritize work and adjust to shifts in resources or timelines.
• Collaborate with team members to better understand expectations and contribute to shared objectives.
• Build a basic understanding of business, stakeholder, and/or customer needs with guidance.
• Follow standard procedures to identify and escalate issues to senior team members.
• Collect and review basic data and/or information to troubleshoot common errors.
• Build knowledge and learn new skills and/or tools aligned with industry trends and best practices as directed.
• Incorporate feedback and participate in training to improve skills.
• Begin to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.

Requirements & Tech Stack

• US Citizenship required.
• Must be able to obtain Public Trust Clearance and/or any other clearances required by clients.
• Experience with Oracle product(s).
• Familiarity with automation/tooling (e.g., A.I. Assistance).

Qualifications

• US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s).
• Must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s).