Support Engineer 2

Role overview

Support Engineer 2 at Oracle

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 known issues related to assigned Oracle product(s).

Responsibilities

• Technical Support and Solution Delivery-Technical Problem-Solving and Resolution: -Leverages routine 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, independently. -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. -Collaborates with internal teams and/or more experienced peers to report design, reliability, and maintenance problems or bugs, contributing to resolution of routine issues through roll-up.
• Technical Support and Solution Delivery-Technical Support Documentation: -Documents activities taken on service request and/or product documentation, beginning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution. -Begins to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Technical Proficiency and Support Enhancement-Technical Support Collaboration: -Develops a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s). -Consults internal teams and stakeholders on diverse customer situations and technical issues. -Participates in cross-functional training, workshops, and collaborative projects and initiatives to support business processes.
• Technical Proficiency and Support Enhancement-Technical Support Improvement: -Begins to leverage automation/tooling (e.g., A.I.
• Assistance) to discover root causes of common issues. -Begins to identify frequently reported issues and recommend ideas that contribute to reducing repetitive issues, escalating as needed. -Identifies and begins to recommend 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 current support service performance metrics, independently.
• Additional Responsibilities (as needed) Vertical Lead: -Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team. -Proactively reviews cases, providing troubleshooting guidance and recommending next action items. -Assesses product-related issues and assists in technical reviews of issue drafts. -Conducts internal training and learning sessions focused on product, technical, and skills development. -Acts as the point of contact (POC) for specific products or features, ensuring that training content is up-to-date. -Serve as the primary contact for the vertical regarding case transfer and feature coordination with other teams or product areas. -Participates in activities related to knowledge bases, chatbots, and user guides to deflect cases and improve support efficiency.
• Services Translation: -Provides translation oral and verbal services for technical and non-technical inquiries for products and services. -Begins to understand more niche or technical terms and provide translation services for them.
• Planning & Execution: -Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements.
• Prioritizes and adjusts work as resources or timelines change, with some guidance.
• Collaboration & Partnership: -Collaborates within team to better understand expectations and achieve shared objectives.
• Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance.
• Actively listens and asks questions to enhance collaboration.
• Problem Solving: -Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures.
• Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.
• Continuous Learning: -Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices.
• Utilizes feedback and training to improve skills.
• Participates in a culture of continuous learning and knowledge sharing.
• Continuous Improvement: -Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance.
• Contributes to ideation for future process improvements.

Employment details

• Location: India

About the employer

• Provides technical support by troubleshooting and resolving known issues encountered with assigned Oracle product(s).

Additional role details

• Serves as a point of contact for customers, fielding inquiries via phone or electronic channels.
• Collaborates with internal teams to report and contribute to the resolution of routine design, reliability, and maintenance issues.
• Maintains service request and/or product documentation and begins to create Knowledge Base articles and/or troubleshooting guides for resolved issues.
• Consults internal teams and stakeholders on diverse customer situations and technical issues.
• Begins to leverage automation/tooling (e.g., A.I.
• Assistance) to discover root causes of common issues and identities and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices.