Oracle Product Support Engineer II

Oracle Corporation; United States; On-site; USD 90,000 - 110,000; Full time

Job summary

Oracle Corporation in the United States is seeking a Customer Support Engineer to act as a primary contact for customers, troubleshoot Oracle product issues, and advance knowledge base documentation. You will collaborate with internal teams to resolve routine design and maintenance issues, and contribute to process improvements through automation and tooling.

The role emphasizes technical proficiency, proactive problem solving, and continuous learning to enhance customer satisfaction and support

Qualifications

• US Citizenship required; ability to obtain Public Trust Clearance.
• Provide technical support to Oracle product(s) by troubleshooting and resolving known issues.
• Document activities on service requests and begin creating Knowledge Base articles.
• Collaborate with internal teams and stakeholders on diverse customer situations and issues.

Responsibilities

• Serves as a point of contact for customers and facilitates relationship building via phone, email, or in person.
• Provides technical support by answering questions, troubleshooting, and resolving known issues related to Oracle products.
• Research, recreate, and test technical issues to identify resolutions; escalate complex issues as needed.
• Follow up with customers on service requests to communicate resolutions and ensure issues are resolved.
• Document activities and start troubleshooting guides and KB articles for resolved issues.
• Develop understanding of Oracle product ecosystems and customer environments; participate in cross-functional training.
• Monitor support service performance and propose enhancements to processes and workflows.

Skills

Technical troubleshooting

Customer support

Documentation

Knowledge base creation

Cross-functional collaboration

AI tooling awareness

Job description

Oracle Corporation in the United States is seeking a Customer Support Engineer to act as a primary contact for customers, troubleshoot Oracle product issues, and advance knowledge base documentation. You will collaborate with internal teams to resolve routine design and maintenance issues, and contribute to process improvements through automation and tooling.

The role emphasizes technical proficiency, proactive problem solving, and continuous learning to enhance customer satisfaction and support