At a Glance
- Tasks: Provide top-notch technical support and troubleshoot customer issues with Oracle products.
- Company: Join Oracle, a leader in AI and cloud solutions impacting billions of lives.
- Benefits: Enjoy flexible medical, life insurance, retirement options, and community volunteer opportunities.
- Other info: Opportunity for continuous learning and career growth in a supportive environment.
- Why this job: Be part of a dynamic team solving real-world problems with cutting-edge technology.
- Qualifications: Experience in technical support, strong Linux knowledge, and excellent communication skills required.
The predicted salary is between 28350 - 34650 £ per year.
Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving known issues encountered with assigned Oracle product(s). Collaborates with internal teams to report and contribute to the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and begins to create Knowledge Base articles and/or troubleshooting guides for resolved issues. Consults internal teams and stakeholders on diverse customer situations and technical issues. Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identifies and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices.
Required Skills and Experience
- Previous experience in a technical support, application support, or customer-facing technical role.
- Strong working knowledge of Linux, including command-line troubleshooting, logs, processes, networking, and permissions.
- Experience working with databases, including querying, diagnosing performance or connectivity issues, and interpreting errors.
- Familiarity with cloud technologies and environments.
- Excellent written and verbal communication skills, with the ability to explain technical topics clearly to both technical and non-technical audiences.
- Strong problem-solving and analytical skills.
- Proven ability to understand customer issues, identify the underlying technical problem, and communicate it effectively to internal teams.
- Organised, proactive, and comfortable managing multiple customer issues at once.
We provide 24/7 PaaS support. You will be part of a team delivering shift coverage seven days a week, including a rotating overnight on-call schedule.
Key Responsibilities
- Technical Support and Solution Delivery
- 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 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 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
- 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.
- 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.
- Serves 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. Prioritises 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. Utilises 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.
Support Engineer 2 employer: Oracle Corporation
Oracle is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the healthcare market research sector. With a commitment to employee growth, competitive benefits, and a focus on inclusivity, Oracle empowers its workforce to make impactful contributions while enjoying flexible medical, life insurance, and retirement options. Join us in a role that not only influences high-stakes decisions for leading organisations but also allows you to integrate cutting-edge technology into meaningful research initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer 2
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oracle Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Oracle Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer 2
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Oracle Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Oracle Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Oracle Corporation!
How to prepare for a job interview at Oracle Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
