Support Engineer 1

About the Role

This role serves as a point of contact for customers, fielding inquiries and providing technical support for assigned Oracle product(s).

Key Responsibilities

• Serves as a point of contact for customers, fielding inquiries via phone, electronic, or in-person means.
• Provides technical support by answering technical questions, troubleshooting, and resolving simple issues encountered with assigned Oracle product(s).
• Leverages basic understanding of problem resolution to research, re-create, and test technical issues for assigned product area(s) reported by customers, with minimal guidance.
• Follows up with customers on service requests to communicate resolution and ensure all issues are resolved.
• Escalates complex customer technical issues to appropriate technical teams for resolution, as needed.
• Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting the resolution of routine issues.
• Documents activities on service requests and/or product documentation through resolution.
• Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.
• Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
• Begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.
• Monitors and executes own support service performance metrics, with some guidance.
• Completes assigned tasks and monitors timelines to ensure timely completion of work in accordance with project requirements, with supervision.
• Follows direction to prioritize work and adjust to shifts in resources or timelines.
• Collaborates with team members to better understand expectations and contribute to shared objectives.
• Builds basic understanding of business, stakeholder, and/or customer needs with guidance.
• Follows standard procedures to identify and escalate issues to senior team members.
• Collects and reviews basic data and/or information to troubleshoot common errors.
• Builds knowledge and learns new skills and/or tools aligned with industry trends and best practices as directed.
• Incorporates feedback and participates in training to improve skills.
• Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.
• Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance (as needed).

Requirements & Tech Stack

• Oracle product(s)
• Knowledge Base articles
• A.I. Assistance

Qualifications

• Ability to troubleshoot and resolve simple issues.
• Ability to report design, reliability, and maintenance problems or bugs.
• Ability to learn to prepare troubleshooting guides and create Knowledge Base articles.
• Ability to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
• Ability to learn to leverage automation/tooling.
• Ability to identify potential enhancements to existing support processes.
• Ability to monitor and execute own support service performance metrics.
• Ability to complete assigned tasks and monitor timelines.
• Ability to follow direction to prioritize work and adjust to shifts in resources or timelines.
• Ability to collaborate with team members.
• Ability to build basic understanding of business, stakeholder, and/or customer needs.
• Ability to follow standard procedures to identify and escalate issues.
• Ability to collect and review basic data and/or information to troubleshoot common errors.
• Ability to build knowledge and learn new skills and/or tools.
• Ability to incorporate feedback and participate in training.
• Ability to identify ways to increase the efficiency and effectiveness of processes.