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Support Engineer 1
Oracle
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 3 weeks ago
Technical troubleshootingOracle product supportService request documentationKnowledge Base article creationTroubleshooting guide creationSupport automation and tooling
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Technical troubleshootingOracle product supportService request documentation
Role Overview
Provides customer-facing technical support for assigned Oracle products.
Handles routine customer issues and coordinates with experienced peers and technical teams.
Key Skills for This Role
Technical troubleshootingOracle product supportService request documentationKnowledge Base article creationTroubleshooting guide creationSupport automation and tooling
Full Job Posting
Job Description
Provides customer-facing technical support for assigned Oracle products.
Handles routine customer issues and coordinates with experienced peers and technical teams.
Technical Support and Resolution
- Serves as a customer point of contact through phone, electronic, or in-person channels.
- Troubleshoots and resolves simple product issues and follows up on service requests.
- Researches, recreates, and tests technical issues to identify resolutions.
- Escalates complex technical issues and coordinates on routine design, reliability, maintenance, and bug issues.
Documentation and Improvement
- Documents service request and product activities through resolution.
- Creates troubleshooting guides and Knowledge Base articles for resolved issues.
- Uses automation and AI assistance to discover root causes of common issues.
- Identifies improvements to support processes, workflows, guidelines, and best practices.
Collaboration and Development
- Assists internal teams and stakeholders with customer situations and technical issues.
- Monitors support service performance metrics with guidance.
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