Support Engineer (F&B/Hospitality)

Oracle; Philippines; Hybrid; PHP 500,000 - 800,000; Full time

Job summary

Oracle Philippines is seeking a Support Engineer to provide first- and second-level technical support to Oracle customers, handling inbound calls and service requests while delivering timely, high-quality resolutions. You will troubleshoot application, database, hardware and cloud issues, contribute to knowledge management, learning, and process improvements, and maintain strong customer relationships.

This role requires rotating shifts aligned to Manila night shift, including weekends and

Qualifications

• Minimum 2 years of technical support experience with Oracle or non-Oracle products.
• Customer-focused with professional, polite service.
• Excellent verbal and written English communication.
• Willingness to self-learn via tools and trainings.
• Experience with Oracle MICROS Hospitality or Retail product.
• Certifications such as A+, OCA, OCP, MCP, MCSE or equivalent.
• Knowledge of Oracle DB and SQL is a plus.
• Willing to rotate shifts aligned to Manila night shift, including weekends/holidays.
• Hybrid work: 3 days on-site during training, then 1 day on-site per week.

Responsibilities

• Provide first- and second-level technical support to Oracle customers via calls and service requests.
• Troubleshoot a broad range of application, database, hardware, and cloud environment issues.
• Contribute to knowledge management, continuous learning, and process improvements.
• Maintain strong relationships with customers and communicate progress during incidents.
• Log and manage support requests in proper systems and ensure timely follow-up.

Skills

Customer focus

English communication

Self-learning

Oracle MICROS knowledge

SQL

Oracle certifications

Tools

WebEx

Bomgar

VPN

Job description

This role does not offer work permit/visa sponsorship

Job Requirements:

• Minimum 2 years providing support including both Oracle or non-Oracle products.
• Customer Focused - has the ability to empathize with customers and is able to deliver great customer service in a professional and polite manner
• Excellent verbal and written English communication skills
• A willingness to use self-learning tools and online documentation for self-learning as well as active participation in product related classroom trainings
• Prior experience in managing or working with an Oracle (MICROS) Hospitality or Retail product
• A+, OCA, OCP, MCP, MCSE or other similar certifications
• Oracle DB qualifications / SQL skills a distinct advantage
• Must be amenable to working rotating shifts, with the core schedule aligned to the Manila night shift, including weekends and holidays as required
• Hybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter.

Job Overview:

As a Support Engineer, you will provide first- and second-level technical support to Oracle customers, managing inbound calls and Service Requests while delivering timely, high-quality resolutions. You'll troubleshoot a broad range of application, database, hardware, and cloud environment issues, leveraging your technical expertise and Oracle knowledge base to resolve customer challenges. In this customer-facing role, you'll also contribute to knowledge management, continuous learning, and process improvement, while ensuring the highest standards of security and customer satisfaction.

Key Responsibilities:

• May be the first line of telephone contact for our customer base - You are the face of Oracle Support
• Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear
• Provide first line application support for a wide range of product or systems related service requests
• Log and manage support requests in the appropriate systems in a timely manner and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines
• Analyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timey manner or work with your manager or team lead to reassign to the appropriate resource or group
• Take ownership of SRs and monitor through to resolution - this includes SRs passed to other teams or external partners
• Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress
• Contribute to Knowledge by actively commenting and providing feedback on KM articles
• May perform remote on-line support via WebEx, Bomgar, VPN etc. to the customers’ premise based environment OR to the customers’ hosted (cloud) environment. Perform remote diagnostics on the application and/or database and take the appropriate corrective action
• Reproduce technical issues that customers report in a test environment in order to troubleshoot & resolve
• Work towards service level resolution within a timely manner or work with your manager to reassign to the appropriate resource/group or escalat
• Carry out other duties as reasonably requested by your line manager