Support Engineer 2

Summary

Oracle brings together data, infrastructure, applications, and expertise to deliver AI and cloud solutions. The Support Engineer 2 serves as a customer point of contact, provides technical troubleshooting for Oracle products, documents resolutions, collaborates with internal teams, and contributes to support process improvements through automation and operational insights.

Responsibilities

• 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)
• 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
• 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
• 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
• 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
• Monitors and executes own current support service performance metrics, independently
• 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
• 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
• 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
• 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
• 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
• 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
• Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance. Contributes to ideation for future process improvements

Skills

• Applicants are required to read, write, and speak the following languages: English
• Years: 3 to 5+ years
• Visa / work permit sponsorship is not available for this position

Qualifications

Must Haves

• Applicants are required to read, write, and speak the following languages: English
• Years: 3 to 5+ years
• Visa / work permit sponsorship is not available for this position

Benefits

• May be eligible for equity.
• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.
• Accrued Vacation is provided to all other employees eligible for vacation benefits.
• For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment.
• Vacation accrual is prorated for employees working between 20 and 34 hours per week.
• 11 paid holidays
• 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance