Support Engineer 1
Oracle · Posted Oct 28
Cloud infrastructure, enterprise software, database systems, and AI-powered business applications
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About the role
Oracle's support role involves investigating customer-reported technical issues across front-end applications and backend systems, including log analysis, database updates, and server cycling. The role focuses on incident management, troubleshooting, documentation, and cross-team collaboration to resolve cases within SLAs. This is an IC1 position based in Bengaluru with shift and on-call support requirements.
What you will do
- Customer issue resolution: Troubleshoot and resolve technical issues reported by customers within defined SLAs.
- Incident management: Own support cases from initial investigation through resolution and closure, providing timely updates.
- Technical troubleshooting: Analyze logs, error messages, configurations, and system behavior to identify root causes.
- Issue reproduction: Reproduce reported problems in test environments when possible and document findings clearly.
- Escalation: Escalate complex issues to senior support engineers, development, or other relevant teams with complete diagnostic information.
- Customer communication: Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds, and resolutions.
- Documentation: Maintain accurate case notes and create/update knowledge-base articles, troubleshooting guides, and known-issue documentation.
- Collaboration: Work with engineering, QA, operations, and other support teams to resolve cross-functional issues.
- Product knowledge: Continuously develop knowledge of supported products, technologies, tools, and support processes.
- Service quality: Meet support KPIs such as response time, resolution time, case quality, customer satisfaction, and SLA compliance.
Skills used in this role
What the employer is looking for
- A minimum of 0-2 year experience and a bachelor's degree including:
- An academic qualification in computer science engineering, information systems, software engineering, or a related field.
- Prospective employees need to be ready to work in different shifts and provide on-call support.
Preferred qualifications
- 0-2 year experience in application support, client/customer support, incident management, problem management and change management.
- Knowledge on SQL,
- Readiness to work during the shift from 5.30PM to 2.30AM IST.
- Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Oracle
Oracle Corporation is a multinational computer technology company specializing in cloud-engineered hardware, enterprise software, and database management systems. It provides comprehensive cloud solutions such as Oracle Cloud Infrastructure (OCI) and Oracle Cloud Applications (OCA) to power digital transformations globally. Headquartered in Austin, Texas, Oracle is a major player in enterprise AI integration and database solutions.
- Industry
- Cloud Computing
- Company size
- 141000 employees
- Founded
- 1977
- Location
- Austin, Texas, USA
- Funding stage
- Public Company
Funding
Public Company · $56B raised
- 2025-10-24Post IPO Debt$18B
- 2025-02-03Conventional Debt$18B
Leadership
Lawrence J. Ellison
Chairman of the Board and Chief Technology Officer
Clay Magouyrk
Chief Executive Officer
Mike Sicilia
Chief Executive Officer
Hilary Maxson
Chief Financial Officer
Jae Evans
Global Chief Information Officer and Executive Vice President
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