Support Engineer 1

Oracle Corporation; Bengaluru; Presencial; INR 300.000 - 420.000; Jornada completa

Descripción de la vacante

Oracle Corporation in Bengaluru, India seeks a Support Engineer I to investigate front-end applications, capture logs, apply fixes, and test workflows. You will work across engineering and support teams, balancing client needs and business priorities, and participate in on-call support as needed.

The role requires 0–2 years of experience, a relevant computer science degree, and readiness to work 5:30 PM–2:30 AM IST. We encourage applicants from all backgrounds to apply.

Formación

• A minimum of 0-2 year experience and a bachelor's degree including relevant field.
• An academic qualification in computer science engineering, information systems, software engineering, or a related field.

Responsabilidades

• Troubleshoot and resolve technical issues reported by customers within defined SLAs.
• Own support cases from initial investigation through resolution and closure, providing timely updates.
• Analyze logs, error messages, configurations, and system behavior to identify root causes.
• Reproduce reported problems in test environments when possible and document findings.
• Escalate complex issues to senior support engineers, development, or other relevant teams with complete diagnostic information.
• Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds, and resolutions.
• Maintain accurate case notes and create/update knowledge-base articles, troubleshooting guides, and known-issue documentation.
• Collaborate with engineering, QA, operations, and other support teams to resolve cross-functional issues.
• Continuously develop knowledge of supported products, technologies, tools, and support processes.
• Meet support KPIs such as response time, resolution time, case quality, customer satisfaction, and SLA compliance.

Conocimientos

Impactful Communication

Incident Management

SQL

Technical Troubleshooting

Educación

Bachelor's degree in computer science or related field

Descripción del empleo

• Does this position require a security clearance? No
• Years 0 to 2+ years
• Additional Info Visa / work permit sponsorship is not available for this position
• Applicants are required to read, write, and speak the following languages English

Job Description

As a Support Engineer I, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers. Documentation of notes, activities, resolutions, and knowledge articles through out the investigation lifecycles. By prioritizing work based on severity. you will strike a balance between client and business needs. Collaborating among and cross teams ensures that issues are addressed by the appropriate individual.

We encourage candidates from all backgrounds to apply.

Basic Qualifications:

• A minimum of 0-2 year experience and a bachelor's degree including:
• An academic qualification in computer science engineering, information systems, software engineering, or a related field.

Preferred Qualifications:

• 0-2 year experience in application support, client/customer support, incident management, problem management and change management.
• Knowledge on SQL,
• Readiness to work during the shift from 5.30PM to 2.30AM IST.
• Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.

Prospective employees need to be ready to work in different shifts and provide on-call support.

We encourage candidates from all backgrounds to apply.

Responsibilities

• Customer issue resolution: Troubleshoot and resolve technical issues reported by customers within defined SLAs.
• Incident management: Own support cases from initial investigation through resolution and closure, providing timely updates.
• Technical troubleshooting: Analyze logs, error messages, configurations, and system behavior to identify root causes.

Issue reproduction: Reproduce reported problems in test environments when possible and document findings clearly.

Escalation: Escalate complex issues to senior support engineers, development, or other relevant teams with complete diagnostic information.

Customer communication: Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds, and resolutions.

Documentation: Maintain accurate case notes and create/update knowledge-base articles, troubleshooting guides, and known-issue documentation.

Collaboration: Work with engineering, QA, operations, and other support teams to resolve cross-functional issues.

Product knowledge: Continuously develop knowledge of supported products, technologies, tools, and support processes.

• Service quality: Meet support KPIs such as response time, resolution time, case quality, customer satisfaction, and SLA compliance.

Required Skills

• Impactful Communication
• Incident Management and Response
• SQL
• Technical CommunicationTroubleshooting

About Us

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