Oracle Hiring Support Engineer 1: Job Description, Responsibilities and Required Skills

Introduction

Oracle has announced an opening for the position of Support Engineer 1. The role involves serving as a customer contact, providing technical support for assigned Oracle products, troubleshooting simple issues, documenting service requests, and collaborating with experienced team members to resolve technical problems.

The position is classified under Career Level – IC1. The required skills listed for the role include Change Management, Impactful Communication, Incident Management and Response, Information Technology Infrastructure Library (ITIL), SQL, and Support Process Management.

Oracle Support Engineer 1: Job Overview

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Oracle Support Engineer 1 Responsibilities

Customer Support and Advocacy

The Support Engineer 1 serves as a point of contact for customers and helps build customer relationships. The role involves handling customer inquiries through phone, electronic, or in-person channels.

The engineer provides technical support by answering questions and troubleshooting simple issues related to assigned Oracle products. The role focuses on supporting customers and helping address their product-related technical concerns.

Technical Problem-Solving and Resolution

The Support Engineer 1 uses a basic understanding of problem resolution to research, recreate, and test technical issues reported by customers. This may include fix delivery and product certification for the assigned product areas.

The role requires the engineer to:

• Investigate technical issues with minimal guidance.
• Follow up with customers regarding service requests.
• Communicate resolutions to customers.
• Ensure that customer issues are resolved.
• Escalate complex technical issues to the appropriate technical teams.
• Coordinate with experienced peers when reporting design, reliability, maintenance problems, or bugs.
• Support the resolution of routine issues through roll-up.

Technical Support Documentation

Documentation is an important part of the role. The Support Engineer 1 documents activities related to service requests and product documentation throughout the resolution process.

The engineer also learns to:

• Use troubleshooting guides.
• Leverage Knowledge Base articles.
• Prepare troubleshooting guides for resolved issues.
• Create Knowledge Base articles based on resolved issues.

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Technical Support Collaboration

The role involves developing a deeper understanding of the assigned Oracle product ecosystem and customer environments. The Support Engineer 1 also provides assistance to internal teams and stakeholders when they handle different customer situations and technical issues.

Technical Support Improvement

The Support Engineer 1 learns to use automation and tools, including A.I. Assistance, to discover the root causes of common issues.

The role also involves beginning to identify possible improvements to:

• Support processes.
• Workflows.
• Guidelines.
• Best practices.

These improvements may be based on customer feedback or operational insights.

Performance Monitoring and Management

The Support Engineer 1 monitors and executes their own support service performance metrics with some guidance.

Additional Responsibilities

Depending on business requirements, the Support Engineer 1 may provide oral and verbal translation services for technical and non-technical inquiries related to products and services. These translation services are provided with guidance.

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Core Responsibilities

Planning and Execution

The Support Engineer 1 completes assigned tasks and monitors timelines to support the timely completion of work according to project requirements. The role is performed with supervision.

The engineer follows instructions to:

• Prioritise assigned work.
• Adjust to changes in resources.
• Adapt to changes in timelines.

Collaboration and Partnership

The engineer collaborates with team members to understand expectations and contribute to shared objectives. The role also involves building a basic understanding of business, stakeholder, and customer needs with guidance.

Problem-Solving

The Support Engineer 1 follows standard procedures to identify and escalate issues to senior team members. The role also involves collecting and reviewing basic data or information to troubleshoot common errors.

Continuous Learning

The engineer builds knowledge and develops new skills or learns new tools aligned with industry trends and best practices, as directed. The role includes incorporating feedback and participating in training to improve skills.

Continuous Improvement

The Support Engineer 1 begins to identify ways to improve the efficiency and effectiveness of processes, protocols, and workflows with guidance.

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Required Skills

Oracle has listed the following required skills for the Support Engineer 1 position:

Who Can Apply for This Role?

The provided job description identifies the position as Career Level – IC1 and lists the required skills. It does not provide additional details about educational qualifications, professional experience, location, salary, employment type, application deadline, or eligibility criteria.

Candidates should review the official Oracle job posting for any application instructions and additional information.

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Conclusion

The Oracle Support Engineer 1 role focuses on customer interaction, technical support, troubleshooting, issue escalation, documentation, collaboration, and continuous learning. The position also introduces the use of automation and AI assistance for identifying the root causes of common issues and improving support processes.

The required skills for the role are Change Management, Impactful Communication, Incident Management and Response, ITIL, SQL, and Support Process Management.