Support Engineer 1

Oracle Corporation; United States; On-site; USD 29,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Savings and Investment Plan

Paid time off (vacation)

Paid parental leave

Employee stock purchase plan

Job summary

Oracle Corporation in the United States is seeking a customer-focused technical support representative. You will handle inquiries by phone or email, troubleshoot issues, and document resolutions while coordinating with senior peers on routine design and maintenance tasks.

You will learn to leverage automation and contribute to Knowledge Base articles, improving support workflows and best practices; expect collaboration across internal teams and ongoing skill development.

Qualifications

• US-based role may require immunization/occupational health mandates and/or drug testing.
• Reading, writing and speaking English is required.
• 0–2+ years of experience in a related role.
• Visa/work permit sponsorship is not available for this position.
• Security clearance is required.

Responsibilities

• Serve as a point of contact for customers via phone, email or in-person; troubleshoot and resolve simple issues for Oracle products.
• Coordinate with more experienced peers to report and support resolution of routine design, reliability, and maintenance issues.
• Maintain service requests and product documentation; contribute to Knowledge Base articles and troubleshooting guides.
• Learn to leverage automation/tooling to identify root causes and propose process improvements.
• Monitor own performance metrics and escalate complex issues when needed.

Skills

Customer support

Technical support

Communication skills

Problem solving

Team collaboration

Job description

• Does this position require a security clearance? Yes
• Years 0 to 2+ 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 simple issues encountered with assigned Oracle product(s). Coordinates with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and learns to create Knowledge Base articles and/or troubleshooting guides for resolving issues. Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues. Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and begins to identify potential 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 simple issues related to assigned Oracle product(s).

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

• Leverages basic 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, with minimal guidance.
• 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.
• Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues through roll-up.

Technical Support and Solution Delivery-Technical Support Documentation:

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

Technical Proficiency and Support Enhancement-Technical Support Collaboration:

• Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
• Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.

Technical Proficiency and Support Enhancement-Technical Support Improvement:

• Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
• Begins to identify potential 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 support service performance metrics, with some guidance.

Additional Responsibilities (as needed)

Services Translation:

• Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.

Core Responsibilities

Planning & Execution:

• Completes assigned tasks and monitors timelines to ensure timely completion of work in accordance with project requirements, with supervision. Follows direction to prioritize work and adjust to shifts in resources or timelines.

Collaboration & Partnership:

• Collaborates with team members to better understand expectations and contribute to shared objectives. Builds basic understanding of business, stakeholder, and/or customer needs with guidance.

Problem Solving:

• Follows standard procedures to identify and elevate issues to senior team members. Collects and reviews basic data and/or information to troubleshoot common errors.

Continuous Learning:

• Builds knowledge and learns new skills and/or tools aligned with industry trends and best practices as directed. Incorporates feedback and participates in training to improve skills.

Continuous Improvement:

• Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.

Qualifications

Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $21.30 to $45.05 per hour; from: $44,300 to $93,700 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.

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.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [e-mail] or by calling 1-888-404-2494 in the United States.

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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