Technical Support Engineer

Oracle India Private Limited; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Flexible medical options

Life insurance

Retirement options

Job summary

Oracle India Private Limited is seeking a Technical Analyst II to deliver post-sales support and solutions to customers. This role involves resolving customer inquiries and troubleshooting Oracle products, ensuring high customer satisfaction.

Candidates should have a degree in Computer Science or related field with strong analytical and communication skills. The position offers competitive benefits and emphasizes community involvement. Join Oracle to make a meaningful impact!

Qualifications

• Preferred technical degree with a minimum GPA of 3.0.
• Minimum 4 years of professional experience in lieu of a degree.
• Experience in support environments is highly desirable.

Responsibilities

• Act as primary contact for customers to resolve issues.
• Provide level one support and maintain customer satisfaction.
• Proactively monitor system/application alarms and resolve issues.
• Collaborate with teams applying ITIL best practices.

Skills

Analytical skills

Communication skills

Troubleshooting

System/application monitoring

Education

BS in Computer Science or related field

Relevant certification (CNE, MCSE, CPA, Oracle)

Job description

Job Overview

Technical Analyst II – Support. As a member of the Support organization, you will deliver post‑sales support and solutions to the Oracle customer base, advocating for customer needs. You will resolve both non‑technical and technical customer inquiries via phone and electronic channels, and troubleshoot our Electronic Support Services.

Core Responsibilities

• Act as the primary point of contact for customers, OEMs, and VARs to resolve issues related to installation, maintenance, and use of Oracle products.
• Provide level one support to customers who contact the Oracle Solution Center, maintaining a high level of customer satisfaction.
• Assist senior support engineers and management; work independently where appropriate, with solutions often developed through research, collaboration, or problem replication.
• Proactively monitor system/application alarms, investigate and analyze problems, and resolve or appropriately escalade service requests.
• Prioritize and manage work queues in accordance with service level agreements, document investigations and resolutions, and triage issues to appropriate second‑level resources.
• Troubleshoot by gathering information, shadowing end users, testing workflows internally/externally, analyzing log files, querying tables, and updating database fields.
• Collaborate with the Immediate Response Center (IRC) and Event Management (EM) teams, applying ITIL best practices for incident management and proactive monitoring.

Qualifications

• Preferred technical degree: BS in Computer Science, Management Information Systems, Engineering, or related field, with a minimum 3.0 GPA.
• Or a functional degree plus advanced technical education, or in lieu of a degree, a minimum of 4 years professional experience and a relevant certification (e.g., CNE, MCSE, CPA, Oracle).
• Strong analytical and communication skills, with the ability to work both independently and as part of a team.
• Experience with system/application monitoring, alarm analysis, and troubleshooting in a support environment is highly desirable.

Benefits

Oracle offers competitive benefits that support our people, including flexible medical, life insurance, and retirement options. We encourage employees to give back to their communities through volunteer programs and are committed to supporting people with disabilities throughout the employment process. Accommodation or assistance for a disability can be requested via email or phone.

Equal Employment Opportunity Statement

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, protected veterans’ status, or any other characteristic protected by law. Oracle will consider qualified applicants with arrest and conviction records pursuant to applicable law.