Oracle Hiring Support Engineer 1 in Bengaluru | Technical Support

Oracle; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Flexible medical

Life insurance

Retirement options

Job summary

Oracle is seeking a customer support specialist to act as the main contact for customers, addressing inquiries via phone or electronic channels. You will troubleshoot simple issues, document resolutions, and assist in creating Knowledge Base articles and troubleshooting guides.

You will learn from experienced peers, support internal teams, and contribute to improving processes and tooling around Oracle products and customer environments.

Responsibilities

• Act as a point of contact for customers and help build customer relationships through phone, electronic, or in-person channels.
• Answer technical questions and troubleshoot simple issues related to assigned Oracle products.
• Research, re-create, and test technical issues with minimal guidance and follow up to confirm resolution.
• Document activities on service requests and product documentation, using troubleshooting guides and Knowledge Base articles.
• Build deeper understanding of the Oracle product ecosystem and customer environments.
• Use automation and tooling to find root causes of common issues.
• Look for ways to improve support processes, workflows, guidelines, and best practices.

Job description

Role Overview

This role serves as a point of contact for customers, handling inquiries by phone or electronic channels. You will troubleshoot and resolve simple issues with assigned Oracle products, working alongside more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues.

You will also maintain service request and product documentation, and learn to create Knowledge Base articles and troubleshooting guides. Assistance is provided to internal teams and stakeholders on varied customer situations and technical issues.

Key Responsibilities

Customer Support and Advocacy

• Act as a point of contact for customers and help build customer relationships through phone, electronic, or in-person channels.
• Answer technical questions and troubleshoot simple issues related to assigned Oracle products.

Technical Problem-Solving and Resolution

• Research, re-create, and test technical issues in the assigned product area with minimal guidance, applying a basic understanding of problem resolution.
• Follow up with customers on service requests to confirm resolution, and elevate complex issues to the appropriate technical teams as needed.
• Report design, reliability, and maintenance problems or bugs to more experienced peers and support routine issue resolution through roll-up.

Technical Support Documentation

• Document activities on service requests and product documentation, using troubleshooting guides and Knowledge Base articles through resolution.
• Learn to prepare troubleshooting guides and Knowledge Base articles for resolved issues.

Technical Proficiency and Support Enhancement

• Build a deeper understanding of the assigned Oracle product ecosystem and customer environments.
• Use automation and tooling (such as A.I. assistance) to find root causes of common issues.
• Identify potential improvements to support processes, workflows, guidelines, and best practices based on customer feedback and operational insights.

Performance and Core Responsibilities

• Monitor and track your own support performance metrics with some guidance.
• Provide oral and verbal translation services for technical and non-technical inquiries with guidance, as needed.
• Complete assigned tasks on schedule under supervision, and adjust priorities as resources or timelines shift.
• Collaborate with team members to understand expectations and contribute to shared goals.
• Follow standard procedures to elevate issues to senior team members and review basic data to troubleshoot common errors.
• Build knowledge of new skills and tools aligned with industry trends, and take part in training.
• Look for ways to improve the efficiency and effectiveness of processes, protocols, and workflows.

About Oracle

Oracle combines data, infrastructure, applications, and expertise to power industry innovation. With AI embedded across its products and services, Oracle helps customers build a better future.

Oracle offers competitive benefits, including flexible medical, life insurance, and retirement options, and encourages employees to give back through volunteer programs.

Oracle is an Equal Employment Opportunity Employer and includes people with disabilities at all stages of employment. Accommodation requests can be sent to [e-mail] or made by calling 1-888-404-2494 in the United States.