Support Engineer 1

Oracle•United States,

4d•$21 - $45

About The Position

The Support Engineer 1 serves as a point of contact for customers, responding to inquiries by phone, electronically, or in person and providing technical support for assigned Oracle products. The role troubleshoots and resolves simple issues, researches and tests customer-reported technical problems with minimal guidance, and follows up on service requests to communicate resolutions. More complex issues are escalated to appropriate technical teams, while routine design, reliability, and maintenance problems are reported and addressed in coordination with experienced peers. The role documents service-request activities and product information, and learns to use and create troubleshooting guides and Knowledge Base articles. It supports internal teams and stakeholders with varied customer situations and technical questions, builds understanding of Oracle products and customer environments, and learns to use automation and tooling, including AI assistance, to identify root causes of common issues. The Support Engineer 1 also monitors personal service-performance metrics, identifies potential support-process improvements with guidance, and completes assigned work according to project timelines and priorities.

Responsibilities

Serve as a customer point of contact, fielding inquiries by phone, electronically, or in person and helping build customer relationships.
Answer technical questions and troubleshoot and resolve simple issues related to assigned Oracle products.
Research, recreate, and test customer-reported technical issues to identify resolutions, with minimal guidance.
Follow up on service requests to communicate resolutions and confirm issues are resolved; escalate complex technical issues as needed.
Coordinate with experienced peers to report design, reliability, maintenance problems, and bugs and support resolution of routine issues.
Document service-request activities and product information, and use troubleshooting guides and Knowledge Base articles.
Learn to prepare troubleshooting guides and create Knowledge Base articles for resolved issues.
Assist internal teams and stakeholders with diverse customer situations and technical issues.
Learn to use automation and tooling, including AI assistance, to discover root causes of common issues.
Identify potential improvements to support processes, workflows, guidelines, and best practices based on customer feedback or operational insights.
Monitor and execute personal support-service performance metrics with some guidance.
Provide oral and verbal translation services for technical and non-technical product and service inquiries, with guidance, as needed.
Complete assigned tasks, monitor timelines, follow direction on priorities, and adjust to changes in resources or timelines.
Collaborate with team members, build understanding of stakeholder and customer needs, and contribute to shared objectives.
Follow standard procedures to identify and escalate issues, and collect and review basic information to troubleshoot common errors.
Build knowledge and skills through training, feedback, and learning tools aligned with industry trends and best practices.
Identify ways to improve process, protocol, and workflow efficiency with guidance.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short-term and long-term disability insurance
Life insurance and AD&D
Supplemental life insurance for employees, spouses, and children
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, including flexible or accrued vacation depending on position eligibility
11 paid holidays
Paid sick leave
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal benefits
Voluntary auto, homeowner, and pet insurance