Associate Support Engineer

Oracle•United States,

58d•$44,300 - $93,700

About The Position

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. Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

Requirements

Technical support experience
Troubleshooting skills
Customer service skills
Ability to maintain documentation
Ability to create Knowledge Base articles and troubleshooting guides
Ability to assist internal teams and stakeholders
Familiarity with automation/tooling (e.g., A.I. Assistance)
Ability to identify potential enhancements to support processes

Responsibilities

Serve as a point of contact for customers, fielding inquiries via phone or electronic channels.
Provide technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s).
Coordinate with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues.
Maintain service request and/or product documentation.
Learn to create Knowledge Base articles and/or troubleshooting guides for resolving issues.
Provide assistance to internal teams and stakeholders on diverse customer situations and technical issues.
Learn to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
Begin to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.