Support Engineer 2

Oracle Corporation; India; Presencial; INR 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

Oracle Corporation in India seeks a Technical Support professional to serve as the primary contact for customers, handling inquiries via phone or digital channels and delivering solution-oriented technical assistance. You will troubleshoot issues in Oracle product families, document steps, and begin to draft Knowledge Base articles.

You’ll collaborate with cross-functional teams, report trends, and explore automation to streamline support workflows.

Formación

• 3–5+ years of technical customer support experience.
• Proficiency in English, both written and spoken.
• Ability to troubleshoot and resolve known issues independently.

Responsabilidades

• Serve as a point of contact for customers via phone or electronic channels.
• Provide technical support by troubleshooting and resolving issues related to Oracle product(s).
• Report and contribute to resolution of routine design, reliability, and maintenance issues.
• Create Knowledge Base articles and troubleshooting guides for resolved issues.
• Leverage automation/tooling to identify root causes and propose improvements to support processes.
• Collaborate with internal teams and stakeholders on diverse customer situations.

Conocimientos

Customer support

Technical troubleshooting

English communication

Cross-functional collaboration

Herramientas

Knowledge Base

Automation tooling

Descripción del empleo

• Does this position require a security clearance? No
• Years 3 to 5+ 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

Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving known issues encountered with assigned Oracle product(s). Collaborates with internal teams to report and contribute to the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and begins to create Knowledge Base articles and/or troubleshooting guides for resolved issues. Consults internal teams and stakeholders on diverse customer situations and technical issues. Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identities and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices.

Responsibilities

Key Responsibilities

Technical Support and Solution Delivery-Customer Support and Advocacy

• 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 known issues related to assigned Oracle product(s).

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution

• Leverages routine 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, independently.
• 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.
• Collaborates with internal teams and/or more experienced peers to report design, reliability, and maintenance problems or bugs, contributing to resolution of routine issues through roll-up.

Technical Support and Solution Delivery-Technical Support Documentation

• Documents activities taken on service request and/or product documentation, beginning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
• Begins to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.

Technical Proficiency and Support Enhancement-Technical Support Collaboration

• Develops a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s).
• Consults internal teams and stakeholders on diverse customer situations and technical issues.
• Participates in cross-functional training, workshops, and collaborative projects and initiatives to support business processes.

Technical Proficiency and Support Enhancement-Technical Support Improvement

• Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
• Begins to identify frequently reported issues and recommend ideas that contribute to reducing repetitive issues, escalating as needed.
• Identifies and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.

Performance Monitoring and Management

• Monitors and executes own current support service performance metrics, independently.

Additional Responsibilities (as needed)

Vertical Lead:

• Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team.
• Proactively reviews cases, providing troubleshooting guidance and recommending next action items.
• Assesses product-related issues and assists in technical reviews of issue drafts.
• Conducts internal training and learning sessions focused on product, technical, and skills development.
• Acts as the point of contact (POC) for specific products and features, ensuring that training content is up-to-date.
• Serve as the primary contact for the vertical regarding case transfer and feature coordination with other teams or product areas.
• Participates in activities related to knowledge bases, chatbots, and user guides to deflect cases and improve support efficiency.

Services Translation:

• Provides translation oral and verbal services for technical and non-technical inquiries for products and services.
• Begins to understand more niche or technical terms and provide translation services for them.

Core Responsibilities

Planning & Execution:

• Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements. Prioritizes and adjusts work as resources or timelines change, with some guidance.

Collaboration & Partnership:

• Collaborates within team to better understand expectations and achieve shared objectives. Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance. Actively listens and asks questions to enhance collaboration.

Problem Solving:

• Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures. Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.

Continuous Learning:

• Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices. Utilizes feedback and training to improve skills. Participates in a culture of continuous learning and knowledge sharing.

Continuous Improvement:

• Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance. Contributes to ideation for future process improvements.

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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