Support Engineer 1

About the Role

As a Support Engineer 1 at Oracle, you will be a primary point of contact for customers, handling inquiries via phone or electronic channels. You will provide technical support by troubleshooting and resolving simple issues for assigned Oracle product(s). This role involves coordinating with experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. You will also maintain service request and/or product documentation and learn to create Knowledge Base articles and troubleshooting guides. Additionally, you will assist internal teams and stakeholders with customer situations and technical issues, and leverage automation/tooling (e.g., A.I. Assistance) to identify root causes and suggest process enhancements.

Key Responsibilities

• Customer Support and Advocacy:
• Serve as a point of contact for customers, fielding inquiries via phone, electronic, or in-person means.
• Provide technical support by answering technical questions and troubleshooting/resolving simple issues for assigned Oracle product(s).
• Technical Problem-Solving and Resolution:
• Leverage 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 to communicate resolutions and ensure all issues are resolved, escalating complex issues as needed.
• Coordinate with 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.
• Learn to prepare troubleshooting guides and create Knowledge Base articles for resolved issues.
• Technical Support Collaboration:
• Develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environments.
• Provide assistance to internal teams and stakeholders on 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.
• Identify potential enhancements to existing support processes, workflows, guidelines, and best practices.
• Performance Monitoring and Management:
• Monitor and execute own support service performance metrics, with some guidance.
• Services Translation (as Needed):
• Provide translation (oral and verbal) for technical and non-technical inquiries for products and services, with guidance.
• Planning & Execution:
• Complete assigned tasks and monitor timelines to ensure timely completion of work.
• Prioritize work and adjust to shifts in resources or timelines.
• Collaboration & Partnership:
• Collaborate with team members to understand expectations and contribute to shared objectives.
• Build a basic understanding of business, stakeholder, and/or customer needs.
• Problem Solving:
• Follow standard procedures to identify and escalate issues to senior team members.
• Collect and review basic data to troubleshoot common errors.
• Continuous Learning:
• Build knowledge and learn new skills/tools aligned with industry trends.
• Incorporate feedback and participate in training to improve skills.
• Continuous Improvement:
• Identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows.

Requirements & Tech Stack

• Familiarity with Oracle product(s).
• Experience with A.I. Assistance (or similar tooling).
• Understanding of Knowledge Base systems.
• Ability to work with diverse customer situations and technical issues.
• Basic data collection and review skills for troubleshooting.
• Openness to continuous learning and skill development.

Qualifications

• Basic understanding of problem resolution, potentially including fix delivery and product certification.
• Ability to follow direction and collaborate with team members.
• Capacity to learn new skills and tools aligned with industry trends and best practices.