Technical Support Engineer 2

Job Description

As a Support Engineer, you will serve as the technical liaison for customers, Original Equipment Manufacturers (OEMs), and Value-Added Resellers (VARs) to resolve issues related to the installation, maintenance, and utilization of Oracle products. Your main focus will be delivering assistance to customers reaching out to the Oracle Solution Center while upholding a high level of customer satisfaction and adhering to established guidelines, primarily through electronic channels. You will collaborate with senior support engineers and management for guidance and may also work independently in certain areas. Problem-solving may involve research, collaboration, or replicating issues to develop solutions effectively.Duties and responsibilities are standardized with some degree of variation. You will operate autonomously within defined policies and procedures, requiring a minimum of one year of experience with Oracle products (or two years of related experience without Oracle products) and a technical degree such as BS in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, Chemistry with a GPA of 3.0 or a functional degree combined with a technical higher degree. Alternatively, a substitution of 4 years of professional experience along with a professional certification (e.g., CNE, MCSE, CPA, Oracle) is acceptable.In the role of Technical Support Engineer II, you will be part of the Immediate Response Center (IRC) focusing on incident management services aligned with ITIL best practices, particularly in Event Management (EM) to preempt potential client database, system, network, and application incidents through proactive monitoring techniques and advanced automated tools.Your responsibilities include:- Providing technical support for internal tools/applications and processes- Proactively monitoring system/application alarms, investigating, analyzing, resolving or escalating alarms and service requests- Prioritizing and managing work queue per service level agreements- Documenting investigation and issue resolution- Triaging issues to appropriate second-level resources for resolution- Investigating and diagnosing performance issues of tools/applications- Troubleshooting by gathering information, shadowing end users, testing workflows, analyzing log files, querying tables, and updating database fieldsBasic Qualifications call for a total of at least 6 years of completed higher education and/or related work experience, including a Bachelors degree in Information Systems, Computer Science, Computer Engineering, Software Engineering, or a related field, or equivalent relevant work experience.Preferred Qualifications look for at least 2 years of experience in Application Support and SQL, along with proficiency and hands-on experience with Linux and SQL.Expectations include:- Residing in or being open to relocating to Bengaluru, Karnataka- Willingness to work in shifts, including additional or irregular hours (Night Shifts) as necessary and permissible by local regulations- Adherence to corporate and organizational security policies and procedures- Ability to remain composed and think clearly in high-pressure situations- Multitasking proficiency and comfort with repetitive tasks- Fluency in English for global communicationOracle, a global leader in cloud solutions, values diversity and innovation to address contemporary challenges with tomorrows technology. By fostering inclusive work environments that embrace diverse perspectives and backgrounds, Oracle remains at the forefront of innovation for over 40 years.Oracle offers global opportunities for a balanced work-life, providing a competitive suite of employee benefits focused on parity and consistency. Employees are encouraged to contribute to their communities through volunteer programs, and inclusivity is prioritized throughout every stage of the employment process, including individuals with disabilities.As a United States Affirmative Action Employer, Oracle is committed to operating with integrity and promoting equal opportunities for all individuals. For accessibility assistance or accommodation due to a disability, please contact 1 hidden_mobile, option one.,

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