Support Engineer 1

About Oracle

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

About the Role

Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s). Coordinates with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and learns to create Knowledge Base articles and/or troubleshooting guides for resolving 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 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 to customers by answering technical questions, troubleshooting and resolving simple issues related to 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 to identify a resolution, with minimal guidance.
• Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating 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 resolution of routine issues.
• Documents activities on service request and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
• Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
• 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.
• 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.
• May provide 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
• automation/tooling
• A.I. Assistance
• Oracle product ecosystem(s)

Qualifications

• Experience range not explicitly stated, but role is "Support Engineer 1" suggesting an entry-level position.