Oracle is hiring for the position of Support Engineer 1 in Bengaluru, India. Candidates with Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Oracle |
| Position | Support Engineer 1 |
| Qualifications | Bachelor’s/ Master’s Degree |
| Experience | 0-2 (Years) |
| Location | Bengaluru, India |
Key Responsibilities:
Technical Support and Solution Delivery – Customer Support and Advocacy:
- Serve as a primary point of contact for customers, build strong customer relationships, and address inquiries through phone, electronic, or in-person channels.
- Provide technical support by answering customer questions, troubleshooting issues, and resolving basic problems related to assigned Oracle products.
Technical Support and Solution Delivery – Technical Problem-Solving and Resolution:
- Apply basic problem-resolution techniques to research, reproduce, and test technical issues reported by customers and identify appropriate solutions with minimal guidance.
- Follow up with customers regarding service requests, communicate resolutions, ensure issues are fully addressed, and escalate complex technical issues to the appropriate teams when required.
- Collaborate with experienced team members to identify and report product design, reliability, maintenance issues, and software defects while supporting the resolution of routine problems.
Technical Support and Solution Delivery – Technical Support Documentation:
- Document support activities, troubleshooting steps, and resolutions in service requests and product documentation while utilizing troubleshooting guides and Knowledge Base articles.
- Develop troubleshooting guides and contribute Knowledge Base articles for successfully resolved technical issues under guidance.
Technical Proficiency and Support Enhancement – Technical Support Collaboration:
- Develop a deeper understanding of assigned Oracle product ecosystems and customer environments.
- Provide technical assistance to internal teams and stakeholders in addressing various customer situations and technical issues.
Technical Proficiency and Support Enhancement – Technical Support Improvement:
- Utilize automation and support tools, including AI-assisted solutions, to identify root causes of common technical issues.
- Identify opportunities to improve support processes, workflows, guidelines, and best practices based on customer feedback and operational insights.
Performance Monitoring and Management:
- Monitor and manage individual support service performance metrics while ensuring adherence to established targets and service standards.
Additional Responsibilities:
Services Translation:
- Provide accurate oral and written translation support for technical and non-technical inquiries related to products and services, as required.
Core Responsibilities:
Planning & Execution:
- Complete assigned tasks within established timelines and ensure timely delivery in accordance with project requirements and priorities.
- Follow established guidance to prioritize tasks and adapt effectively to changes in resource availability, project requirements, or timelines.
Collaboration & Partnership:
- Collaborate with team members to understand expectations, support shared objectives, and contribute effectively to team goals.
- Develop an understanding of business, stakeholder, and customer requirements with appropriate guidance.
Problem Solving:
- Follow standard procedures to identify, troubleshoot, and escalate issues to senior team members when required.
- Collect and analyze basic data and information to troubleshoot and resolve common technical errors.
Continuous Learning:
- Develop technical knowledge and acquire new skills and tools aligned with industry trends, organizational requirements, and best practices.
- Apply feedback and actively participate in training and learning opportunities to continuously improve technical and professional skills.
Continuous Improvement:
- Identify opportunities to improve the efficiency and effectiveness of processes, protocols, workflows, and support practices with appropriate guidance.
Eligibility Criteria:
- Bachelor’s/ Master’s Degree
Required Skills:
- Strong problem-solving and service management skills.
- Knowledge of change management and support processes.
- Strong communication and interpersonal skills.
- Understanding of incident management and response.
- Familiarity with ITIL frameworks and practices.
- Basic proficiency in SQL.
About Company:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
How To Apply?
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