About the role
Oracle is hiring for Support Engineer role!
Responsibility
- Customer issue resolution: Troubleshoot and resolve technical issues reported by customers within defined SLAs.
- Incident management: Own support cases from initial investigation through resolution and closure, providing timely updates.
- Technical troubleshooting: Analyze logs, error messages, configurations, and system behavior to identify root causes.
- Issue reproduction: Reproduce reported problems in test environments when possible and document findings clearly. - Escalation: Escalate complex issues to senior support engineers, development, or other relevant teams with complete diagnostic information. - Customer communication: Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds, and resolutions. - Documentation: Maintain accurate case notes and create/update knowledge-base articles, troubleshooting guides, and known-issue documentation. - Collaboration: Work with engineering, QA, operations, and other support teams to resolve cross-functional issues. - Product knowledge: Continuously develop knowledge of supported products, technologies, tools, and support processes. - Service quality: Meet support KPIs such as response time, resolution time, case quality, customer satisfaction, and SLA compliance.
Requirements
- 0-2 year experience in application support, client/customer support, incident management, problem management and change management.
- Knowledge on SQL,
- Readiness to work during the shift from 5.30PM to 2.30AM IST.
- Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.
Prospective employees need to be ready to work in different shifts and provide on-call support.
We encourage candidates from all backgrounds to apply.
Salary Link - https://www.glassdoor.co.in/Salary/Oracle-Support-Engineer-Salaries-E1737_D_KO7,23.htm