Support Engineer 1

Ll Oefentherapie; United States; On-site; USD 44,000 - 94,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company match

Paid time off

Job summary

Oracle is seeking a Technical Support professional in the United States to serve as a point of contact for customers and to provide initial technical support, troubleshooting, and documentation of issues related to Oracle products. The role includes collaboration with senior teams and learning to leverage automation and AI-assisted tooling to identify root causes and drive improvement.

Responsibilities cover customer communication, issue resolution, knowledge base contribution, and ongoing

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

Responsibilities

• 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).
• Leverages basic understanding of problem resolution to research, re-create, and test technical issues for assigned product areas.
• Follows up with customer on service requests to communicate resolution and ensure all issues are resolved, escalating complex issues as needed.

Skills

PL/SQL

Problem Solving

Job description

• Does this position require a security clearance? No
• Years 3 to 5+ 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:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. 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.

Career Level - IC1

Required Skills

• PL/SQL
• Problem Solving

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.

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