Support Engineer 1

Oracle•Kansas City, MO

5d•$44,300 - $93,700•Onsite

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.

Requirements

Basic understanding of problem resolution, which may include fix delivery and product certification.
Ability to research, re-create, and test technical issues for assigned product area(s) reported by customers to identify a resolution, with minimal guidance.
Ability to follow up with customers on service requests to communicate resolution and ensure all issues are resolved.
Ability to coordinate with more experienced peers to report design, reliability, and maintenance problems or bugs.
Ability to document activities on service request and/or product documentation.
Ability to learn to leverage troubleshooting guides and/or Knowledge Base articles.
Ability to learn to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
Ability to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
Ability to provide assistance to internal teams and stakeholders on diverse customer situations and technical issues.
Ability to learn to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
Ability to begin to identify potential enhancements to existing support processes, workflows, guidelines, and best practices, based on customer feedback and/or operational insights.
Ability to monitor and execute own support service performance metrics, with some guidance.
Ability to provide translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.
Ability to complete assigned tasks and monitor timelines to ensure timely completion of work in accordance with project requirements, with supervision.
Ability to follow direction to prioritize work and adjust to shifts in resources or timelines.
Ability to collaborate with team members to better understand expectations and contribute to shared objectives.
Ability to build basic understanding of business, stakeholder, and/or customer needs with guidance.
Ability to follow standard procedures to identify and escalate issues to senior team members.
Ability to collect and review basic data and/or information to troubleshoot common errors.
Ability to build knowledge and learn new skills and/or tools aligned with industry trends and best practices as directed.
Ability to incorporate feedback and participate in training to improve skills.
Ability to begin to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.

Responsibilities

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).
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.
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.
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.
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.
Monitors and executes own support service performance metrics, with some guidance.
Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.
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.
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.
Follows standard procedures to identify and escalate issues to senior team members. Collects and reviews basic data and/or information to troubleshoot common errors.
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.
Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance