Support Engineer 1

Oracle•BENGALURU, KARNATAKA, India

On-siteFull-timeExperience: 0 – 2 YearsPosted: 8/17/2026

Job Description

Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s). Coordinates with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and learns to create Knowledge Base articles and/or troubleshooting guides for resolving issues. Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues. Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.

Key Responsibilities

Technical Support and Solution Delivery-Customer Support and Advocacy:

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 simple issues related to assigned Oracle product(s).

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:

Leverages basic 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, with minimal guidance.

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.

Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues through roll-up.

Technical Support and Solution Delivery-Technical Support Documentation:

Documents activities on service request and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.

Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.

Technical Proficiency and Support Enhancement-Technical Support Collaboration:

Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).

Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.

Technical Proficiency and Support Enhancement-Technical Support Improvement:

Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.

Begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices, based on customer feedback and/or operational insights.

Performance Monitoring and Management:

Monitors and executes own support service performance metrics, with some guidance.

Qualifications

Bachelor’s Degree (15 years of full-time education)

Required Skills

Change ManagementImpactful CommunicationIncident Management and ResponseInformation Technology Infrastructure Library (ITIL)SQLSupport Process Management

Job Summary

Experience0 – 2 Years

CompensationCompetitive Salary

Job TypeFull-time

Work ModeOn-site

LocationBENGALURU, KARNATAKA, India

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