Join our team as a Support Engineer 2 and play a crucial role in investigating and resolving issues for our front-end applications. This dynamic position involves capturing critical information, utilizing fix tools, shadowing end-users, and conducting thorough internal and external workflow testing. You will also employ backend techniques such as gathering log files, querying databases, updating fields, and server cycling to diagnose and resolve complex problems. Effective verbal and written communication is essential for collaborating with clients and internal teams, while meticulous documentation of notes, activities, resolutions, and knowledge articles is key throughout the support lifecycle. Prioritization based on issue severity will be a core aspect of your role, ensuring a balance between client needs and business objectives. Collaboration across diverse teams will be vital for ensuring timely and appropriate issue resolution.

As a Support Engineer 2, your core responsibilities will include:

- Providing technical support by answering inquiries, troubleshooting, and resolving issues related to assigned products. - Investigating, recreating, and testing technical issues reported by customers to identify resolutions. - Following up with customers to communicate resolutions and escalating complex issues as needed. - Collaborating with internal teams to report and resolve design, reliability, and maintenance problems. - Documenting all support activities, resolutions, and contributing to knowledge base articles. - Developing a deep understanding of Oracle product ecosystems and customer environments. - Participating in cross-functional initiatives and training to support business processes. - Utilizing automation and tooling to identify root causes of common issues and suggest improvements. - Recommending enhancements to support processes, workflows, and best practices. - Monitoring and managing personal support service performance metrics.

We are seeking a candidate with a minimum of six years of related work experience and a Bachelor's degree in Computer Engineering, Computer Science, Information Systems, Software Engineering, or a related field. Proficiency in SQL is a mandatory requirement for this role. Preferred qualifications include 2-4 years of experience in application support, client/customer support, incident management, problem management, and change management. Excellent interpersonal and communication skills are essential for collaborating with global stakeholders. Candidates must be prepared to work flexible shifts, including on-call support, specifically the shift from 5:30 PM to 2:30 AM IST.