Support Engineer 1
As a Support Engineer 1, you will provide first- and second-level technical support to Oracle customers, managing inbound calls and Service Requests while delivering timely, high-quality resolutions. You'll troubleshoot a broad range of application, database, hardware, and cloud environment issues, leveraging your technical expertise and Oracle knowledge base to resolve customer challenges. In this customer-facing role, you'll also contribute to knowledge management, continuous learning, and process improvement, while ensuring the highest standards of security and customer satisfaction.
Key Responsibilities:
- May be the first line of telephone contact for our customer base - You are the face of Oracle Support
- Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear
- Provide first line application support for a wide range of product or systems related service requests
- Log and manage support requests in the appropriate systems in a timely manner and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines
- Analyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timey manner or work with your manager or team lead to reassign to the appropriate resource or group
- Take ownership of SRs and monitor through to resolution - this includes SRs passed to other teams or external partners
- Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress
- Contribute to Knowledge by actively commenting and providing feedback on KM articles
- May perform remote on-line support via WebEx, Bomgar, VPN etc. to the customers premise based environment OR to the customers hosted (cloud) environment. Perform remote diagnostics on the application and/or database and take the appropriate corrective action
- Reproduce technical issues that customers report in a test environment in order to troubleshoot & resolve
- Work towards service level resolution within a timely manner or work with your manager to reassign to the appropriate resource/group or escalate
- Carry out other duties as reasonably requested by your line manager
Qualifications:
- Associate degree is preferred and/or equivalent work experience.
- Minimum 2 years providing support including both Oracle or non-Oracle products.
- Customer Focused - has the ability to empathize with customers and is able to deliver great customer service in a professional and polite manner
- Strong attention to detail and accuracy
- Good interpersonal skills and a team player - able to work as part of multi-disciplinary teams
- Use skills and knowledge to produce excellent work that we are all proud of
- Excellent verbal and written English communication skills
- A willingness to use self-learning tools and online documentation for self-learning as well as active participation in product related classroom trainings
- Desirable experience:
- Prior experience in managing or working with an Oracle (MICROS) Hospitality or Retail product
- Prior help desk or relevant experience
- A+, OCA, OCP, MCP, MCSE or other similar certifications
- Telephone soft skills training
- Oracle DB qualifications / SQL skills a distinct advantage
- Must be amenable to working rotating shifts, with the core schedule aligned to the Manila night shift, including weekends and holidays as required
- Hybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter.
