Support Engineer 1

Key Responsibilities

• Customer Support:
• Serve as a point of contact for customers, fielding inquiries via phone, electronic, or in-person means.
• 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 to research, re-create, and test technical issues for assigned product area(s) 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 through roll-up.
• Technical Support Documentation:
• Document activities on service requests and/or product documentation.
• Learn to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Technical Support Collaboration:
• Provide assistance to internal teams and stakeholders on diverse customer situations and technical issues.
• Technical Support Improvement:
• 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.
• Performance Monitoring:
• Monitor and execute own support service performance metrics with some guidance.
• 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.

Additional Responsibilities (as Needed)

• Services Translation:
• Provide translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.