Support Engineer 1

Job Overview

This role functions as a primary contact point for customers, handling inquiries through phone and electronic communication channels. The individual will deliver technical assistance by diagnosing and resolving straightforward issues related to assigned Oracle products, coordinating with more seasoned colleagues to manage design, reliability, and upkeep concerns. They will maintain logs for service requests and product documentation and acquire skills in creating Knowledge Base resources and troubleshooting manuals. The role also involves supporting internal teams with diverse customer scenarios and leveraging automation tools such as AI to uncover root causes and suggest improvements for support processes.

Key Responsibilities

• Act as a customer liaison and facilitate relationship-building while responding to questions through various channels.
• Troubleshoot and resolve basic technical problems related to Oracle products assigned, providing clear technical support.
• Utilize fundamental problem-solving methods, including fix delivery and product certification, to research, replicate, and test product issues reported by customers with minimal oversight.
• Communicate solutions and confirm issue resolution with customers, escalating intricate technical problems to specialized teams when necessary.
• Collaborate with experienced team members to report and assist in resolving design and maintenance glitches.
• Document service activities methodically and develop proficiency in creating and updating Knowledge Base articles and troubleshooting guides.
• Enhance understanding of Oracle product ecosystems and customer contexts, assisting internal stakeholders with technical matters.
• Adopt automation and AI tools to identify common issue root causes and contribute suggestions for refining workflow, guidelines, and best practices based on operational insights.
• Monitor personal service performance metrics and adapt work priorities accordingly under supervision.
• Provide oral and verbal translation services for technical and non-technical queries when required, guided by supervisors.

Additional Duties

• Complete tasks efficiently within assigned timelines and project requirements, following direction on prioritization and resource allocation.
• Work collaboratively with peers to fully comprehend expectations and support collective goals.
• Follow procedures to detect and escalate challenges, gathering and analyzing preliminary data for typical errors.
• Commit to ongoing learning and skill enhancement aligned with industry developments and company best practices.
• Identify preliminary opportunities to improve efficiency and workflow efficacy with guidance.

Qualifications and Company Information

This is an individual contributor role at the IC1 career level. Oracle integrates comprehensive data, infrastructure, and applications to pioneer industries including healthcare, accentuating AI integrated solutions to create significant global impact. The company values inclusivity and accessibility, encouraging applications from diverse candidates and offering accommodations as needed. Oracle maintains equal employment opportunities regardless of personal characteristics or history.