Join our dynamic team as a Support Engineer and be the first to apply for this exciting opportunity. You will serve as a primary contact for customers, addressing inquiries via phone and electronic channels. Your role will involve providing essential technical support, troubleshooting, and resolving issues with assigned Oracle products. You'll collaborate with internal teams to contribute to the resolution of design, reliability, and maintenance challenges, while also developing and maintaining service request documentation and creating valuable Knowledge Base articles. This position encourages leveraging automation and tooling to identify root causes of common problems and recommends enhancements to support processes and best practices.

This role is integral to our Services and Support division, focusing on delivering exceptional customer experiences. You will gain deep insights into Oracle's product ecosystem and customer environments, fostering strong relationships and contributing to process improvements. The position offers a chance to grow your technical expertise and problem-solving skills within a leading technology company.

As a Support Engineer, your key responsibilities include:

- Serving as the main point of contact for customers, fielding inquiries through various communication channels. - Providing expert technical support, troubleshooting, and resolving known issues for assigned Oracle products. - Researching, recreating, and testing technical issues to identify effective resolutions. - Documenting all activities related to service requests and contributing to Knowledge Base articles. - Collaborating with internal teams to report and resolve design, reliability, and maintenance problems. - Developing a comprehensive understanding of Oracle products and customer environments. - Leveraging automation and AI assistance to identify root causes of recurring issues. - Recommending enhancements to support processes, workflows, and best practices. - Monitoring and executing personal support service performance metrics. - Participating in cross-functional initiatives and training sessions. - Offering on-site technical assistance and case consultation when needed. - Providing oral and verbal translation services for technical and non-technical inquiries.

To excel in this Support Engineer role, you should possess:

- A minimum of 3 to 5 years of professional experience in a technical support or customer-facing role. - Proficiency in English for reading, writing, and speaking. - Strong collaboration skills, with the ability to build effective partnerships. - Demonstrated experience in incident management and response. - Excellent problem-solving abilities and a proactive approach to identifying and addressing issues. - Familiarity with SQL. - Proven troubleshooting skills. - A Bachelor's degree in a relevant field is required. - A willingness to continuously learn and adapt to new technologies and industry best practices. - The ability to track timelines, prioritize tasks, and adjust work as needed with some guidance. - A foundational understanding of business and customer needs.