Support Engineer 1

About Us

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 turn that promise into a better future for all.

About the Role

The Support Engineer 1 serves as a point of contact for customers, fielding inquiries via phone or electronic channels. This role provides technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s). The engineer coordinates with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. They will maintain service request and/or product documentation, and learn to create Knowledge Base articles and/or troubleshooting guides for resolving issues. This role also provides assistance to internal teams and stakeholders on diverse customer situations and technical issues. The engineer will learn to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.

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 related to assigned Oracle product(s).
• Leverages a basic understanding of problem resolution to research, re-create, and test technical issues for assigned product area(s) reported by customers to identify a resolution, with minimal guidance.
• Follows up with customers on service requests to communicate resolution and ensure all issues are resolved, escalating complex technical issues to appropriate technical teams as needed.
• Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues.
• Documents activities on service requests and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles.
• 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, based on customer feedback and/or operational insights.
• 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 a 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.

Additional Responsibilities (as Needed)

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

Requirements & Tech Stack

• Oracle product(s)
• Knowledge Base articles
• Troubleshooting guides
• Automation/tooling
• A.I. Assistance

Qualifications

• Basic understanding of problem resolution.
• Ability to research, re-create, and test technical issues.
• Ability to document activities and prepare guides.
• Basic understanding of business, stakeholder, and/or customer needs.
• Ability to collect and review basic data for troubleshooting.
• Willingness to build knowledge and learn new skills/tools.
• Ability to incorporate feedback and participate in training.