Support Engineer 2

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, troubleshooting, and resolving known issues related to assigned Oracle product(s).
• Technical Problem-Solving and Resolution:
• Leverage understanding of problem resolution, including fix delivery and product certification, to research, re-create, and test technical issues for assigned product area(s) reported by customers to identify a resolution, independently.
• Follow up with customers on service requests to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams as needed.
• Collaborate with internal teams and/or more experienced peers to report design, reliability, and maintenance problems or bugs, contributing to the resolution of routine issues.
• Technical Support Documentation:
• Document activities on service requests and/or product documentation through resolution.
• Prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Technical Support Collaboration:
• Develop a deep understanding of assigned Oracle product ecosystem(s) and customer environments.
• Consult internal teams and stakeholders on diverse customer situations and technical issues.
• Participate in cross-functional training, workshops, and collaborative projects to support business processes.
• Technical Support Improvement:
• Leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
• Identify frequently reported issues and recommend ideas to reduce repetitive issues, escalating as needed.
• Identify and recommend enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.
• Performance Monitoring and Management:
• Monitor and execute own current support service performance metrics, independently.

Additional Responsibilities (as Needed)

• Vertical Lead:
• Provide on-site and in-person technical assistance, including case consultation for complex cases, to the Technical Support team.
• Proactively review cases, providing troubleshooting guidance and recommending next action items.
• Assess product-related issues and assist in technical reviews of issue drafts.
• Conduct internal training and learning sessions focused on product, technical, and skills development.
• Act as the point of contact (POC) for specific products or features, ensuring training content is up-to-date.
• Serve as the primary contact for the vertical regarding case transfer and feature coordination with other teams or product areas.
• Participate in activities related to knowledge bases, chatbots, and user guides to deflect cases and improve support efficiency.
• Services Translation:
• Provide translation for technical and non-technical inquiries for products and services.
• Understand more niche or technical terms and provide translation services.

Core Responsibilities

• Planning & Execution:
• Track timelines with minimal supervision, ensuring work is completed in a timely manner and aligns with project requirements.
• Prioritize and adjust work as resources or timelines change, with some guidance.
• Collaboration & Partnership:
• Collaborate within the team to better understand expectations and achieve shared objectives.
• Leverage a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance.
• Actively listen and ask questions to enhance collaboration.
• Problem Solving:
• Identify and address issues, escalating problems to senior staff as needed in accordance with standard procedures.
• Compile and review data and/or information from multiple sources to troubleshoot standard and non-standard errors.
• Continuous Learning:
• Seek opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices.
• Utilize feedback and training to improve skills.
• Participate in a culture of continuous learning and knowledge sharing.
• Continuous Improvement:
• Implement updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance.
• Contribute to ideation for future process improvements.