Support Engineer 1

Skills this role screens for

About the role

Oracle is hiring for the role of Support Engineer 1!

The work

Responsibilities of the Candidate

• Customer issue resolution: Troubleshoot and resolve technical issues reported by customers within defined SLAs.
• Incident management: Own support cases from initial investigation through resolution and closure, providing timely updates.
• Technical troubleshooting: Analyze logs, error messages, configurations, and system behavior to identify root causes.
• Issue reproduction: Reproduce reported problems in test environments when possible and document findings clearly.
• Escalation: Escalate complex issues to senior support engineers, development, or other relevant teams with complete diagnostic information.
• Customer communication: Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds, and resolutions.
• Documentation: Maintain accurate case notes and create/update knowledge-base articles, troubleshooting guides, and known-issue documentation.
• Collaboration: Work with engineering, QA, operations, and other support teams to resolve cross-functional issues.
• Product knowledge: Continuously develop knowledge of supported products, technologies, tools, and support processes.
• Service quality: Meet support KPIs such as response time, resolution time, case quality, customer satisfaction, and SLA compliance.

Who they want

Requirements

• A minimum of 0-2 year experience and a bachelor's degree including:
• An academic qualification in computer science engineering, information systems, software engineering, or a related field.
• 0-2 year experience in application support, client/customer support, incident management, problem management and change management.
• Knowledge on SQL,
• Readiness to work during the shift from 5.30PM to 2.30AM IST.
• Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.