Technical Support Engineer I — Customer Focus

Oracle; Orlando (FL); On-site; USD 44,000 - 94,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

Employee Stock Purchase Plan

Job summary

Oracle is seeking a Technical Support Associate in Orlando to serve as the primary contact for customers, guiding inquiries via phone, email, or in-person channels and delivering first-line technical support for Oracle product(s).

You will document service requests, contribute to knowledge base articles, and collaborate with cross-functional teams to resolve routine issues, with opportunities to use automation and AI tooling to identify root causes and improve support processes.

Responsibilities

• Serves as a point of contact for customers and facilitates 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).
• Follows up with customer on service requests 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.
• 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.

Job description

Oracle is seeking a Technical Support Associate in Orlando to serve as the primary contact for customers, guiding inquiries via phone, email, or in-person channels and delivering first-line technical support for Oracle product(s).

You will document service requests, contribute to knowledge base articles, and collaborate with cross-functional teams to resolve routine issues, with opportunities to use automation and AI tooling to identify root causes and improve support processes.