Technical Support Engineer (Retail/Hospitality)

Oracle; Philippines; Hybrid; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Oracle in the Philippines is seeking a Support Engineer to deliver first- and second-level technical support for Oracle and non-Oracle products. You will troubleshoot a broad range of issues, assist customers, and contribute to knowledge management while maintaining security standards.

The role requires strong English communication, willingness to learn, and experience with hospitality/retail software or POS systems.

Qualifications

• Minimum 2 years providing support including both Oracle or non-Oracle products.
• Customer Focused - empathize with customers and deliver professional service
• Excellent verbal and written English communication skills
• Willingness to use self-learning tools and online documentation for self-learning as well as trainings
• Prior experience with Hospitality or Retail software; POS hardware/software experience
• Certifications such as A+, OCA, OCP, MCP, MCSE or similar
• Oracle DB qualifications / SQL skills are a distinct advantage
• Must be amenable to rotating shifts aligned to Manila night shift, including weekends/holidays
• Hybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter

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 follow-up within timelines
• Analyze, troubleshoot and resolve customer issues, aiming for first-line resolution or reassign to the appropriate resource
• Take ownership of SRs and monitor through to resolution - including SRs passed to other teams
• Maintain good relationships with customers, liaising during incidents to keep them informed
• Contribute to KM by commenting and providing feedback on articles
• May perform remote on-line support via WebEx, Bomgar, VPN to the customer's environment
• Reproduce technical issues in a test environment to troubleshoot & resolve
• Work towards service level resolution within a timely manner or reassign as needed

Skills

Customer-focused service

English proficiency

Technical support experience

Certifications (A+, OCA/OCP/MCP/MCSE)

SQL basics

Hybrid work familiarity

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 any Hospitality or Retail Software. Experience working on any POS hardware and software is also considered
• 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 the manager.
• Carry out other duties as reasonably requested by your line manager