Support Engineer 1

Oracle•United States,

32d•$44,300 - $93,700

About The Position

The Support Engineer 1 serves as a point of contact for customers, responding to inquiries by phone, electronic channels, or in person. The role provides technical support for assigned Oracle products, including answering questions, troubleshooting and resolving simple issues, researching and testing reported technical problems, and following up with customers to confirm resolutions. More complex issues are escalated to appropriate technical teams, while routine design, reliability, and maintenance issues are reported and addressed in coordination with experienced peers. The role documents service-request activities and product information, uses troubleshooting guides and Knowledge Base articles, and learns to create new support materials. It also assists internal teams and stakeholders with customer situations, develops familiarity with Oracle product ecosystems and customer environments, and learns to use automation and tooling, including AI assistance, to identify root causes and potential support-process improvements. The Support Engineer monitors personal support metrics, completes assigned work under supervision, collaborates with colleagues, and continues learning and improving processes with guidance. Translation services for technical and non-technical inquiries may also be provided as needed. This is an IC1 career-level role. The stated U.S. hiring range is $21.30–$45.05 per hour, or $44,300–$93,700 per annum, and the role may be eligible for equity. Oracle states that compensation placement depends on factors including knowledge, skills, experience, market conditions, location, and internal peer equity. Oracle US offers a comprehensive benefits package, with eligibility and details varying by employee circumstances and role.

Responsibilities

Serve as a customer point of contact and respond to inquiries by phone, electronic channels, or in person.
Answer technical questions and troubleshoot and resolve simple issues related to assigned Oracle products.
Research, recreate, and test reported technical issues to identify resolutions, with minimal guidance.
Follow up with customers about service requests, communicate resolutions, and ensure issues are resolved; escalate complex issues to appropriate technical teams.
Coordinate with experienced peers to report design, reliability, maintenance problems, or bugs and support resolution of routine issues.
Document service-request activities and product information through resolution, and learn to 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 varied customer situations and technical issues.
Develop a deeper understanding of assigned Oracle product ecosystems and customer environments.
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 guidance.
Provide oral and verbal translation services for technical and non-technical inquiries as needed, with guidance.
Complete assigned tasks and monitor timelines under supervision; follow direction on priorities and adapt to resource or timeline changes.
Collaborate with team members and build understanding of business, stakeholder, and customer needs.
Follow standard procedures, collect and review basic information to troubleshoot common errors, and escalate issues to senior team members.
Build knowledge and skills through learning, feedback, and training, and identify process improvements with guidance.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short-term and long-term disability
Life insurance and accidental death and dismemberment insurance
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
Flexible or accrued paid vacation, subject to eligibility and role
11 paid holidays
Paid sick leave: 72 hours upon hire, refreshed annually, with unused hours carried over up to a 112-hour cap
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal benefits
Voluntary auto, homeowner, and pet insurance
Potential equity eligibility