Support Engineer 2

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 known issues related to assigned Oracle product(s).
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-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.
Technical Support and Solution Delivery-Technical Support Documentation:
-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.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
-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.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-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.
Performance Monitoring and Management:
-Monitors and executes own current support service performance metrics, independently.

Additional Responsibilities (as needed)
Vertical Lead:
-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.
Services Translation:
-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.

Core Responsibilities
Planning & Execution:
-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.
Collaboration & Partnership:
-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.
Problem Solving:
-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.
Continuous Learning:
-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.
Continuous Improvement:
-Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance. Contributes to ideation for future process improvements.