Support Engineer

Oracle

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
Technical Support and Solution Delivery-Customer Support and Advocacy:

Serves as a point of contact for customers and facilitates customer relationship building, 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).

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:

Leverages basic understanding of problem resolution, which may include 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, 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 through roll-up.

Technical Support and Solution Delivery-Technical Support Documentation:

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.

Technical Proficiency and Support Enhancement-Technical Support Collaboration:

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.

Technical Proficiency and Support Enhancement-Technical Support Improvement:

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.

Performance Monitoring and Management:

Monitors and executes own support service performance metrics, with some guidance.

Additional Responsibilities (as needed)
Services Translation:

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

Core Responsibilities
Planning & Execution:

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.

Collaboration & Partnership:

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.

Problem Solving:

Follows standard procedures to identify and escalate issues to senior team members. Collects and reviews basic data and/or information to troubleshoot common errors.

Continuous Learning:

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.

Continuous Improvement:

Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.