Support Engineer 1

Job Description
As a Technical solution Analyst I, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers. Documentation of notes, activities, resolutions, and knowledge articles through out the investigation lifecycles. By prioritizing work based on severity. you will strike a balance between client and business needs. Collaborating among and cross teams ensures that issues are addressed by the appropriate individual.
We encourage candidates from all backgrounds to apply.
Career Level - IC1
Basic Qualifications:
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.
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.
Prospective employees need to be ready to work in different shifts and provide on-call support.
We encourage candidates from all backgrounds to apply.
Responsibilities
Key Responsibilities
Customer Support & Issue Resolution: Handle customer-reported technical issues, perform initial troubleshooting, identify root causes, and provide timely resolutions or workarounds.
Incident & Change Management: Own support tickets from initial investigation through resolution, ensuring proper prioritization, documentation, and regular customer updates.
Technical Troubleshooting: Analyze application logs, configurations, system behavior, and error messages to diagnose software, infrastructure, integration, and configuration-related issues.
Escalation Management: Identify issues requiring advanced expertise and escalate them to senior support, engineering, or product teams with complete diagnostic information.
Customer Communication: Communicate clearly and professionally with customers regarding issue status, troubleshooting steps, expected actions, and resolution.
SLA Compliance: Work according to defined response and resolution SLAs, prioritizing critical and high-impact customer issues appropriately.
Documentation & Knowledge Management: Document troubleshooting procedures, known issues, resolutions, and lessons learned; contribute to internal knowledge-base articles and runbooks.
Cross-functional Collaboration: Work closely with engineering, QA, operations, product, and other support teams to investigate and resolve complex customer issues.
Monitoring & Proactive Support: Monitor alerts and recurring issues, identify patterns, and raise potential product or operational problems before they cause broader customer impact.
Continuous Learning: Build technical expertise in supported products, tools, architectures, and troubleshooting techniques while incorporating feedback from senior engineers.
Process Improvement: Identify opportunities to improve support workflows, troubleshooting efficiency, automation, documentation, and overall customer experience.
Shift/Operational Support: Participate in assigned support rotations, handovers, and operational activities to ensure continuity of customer support.
Additional Responsibilities (as Needed)
Problem Management: Identify recurring incidents and common failure patterns, perform preliminary root cause analysis (RCA), and work with engineering/product teams toward permanent fixes.
Knowledge Management: Create, review, and maintain knowledge articles, troubleshooting guides, FAQs, SOPs, and runbooks based on resolved issues and lessons learned.
SLA & KPI Management: Monitor assigned cases against SLA targets and contribute to operational metrics such as response time, resolution time, backlog, reopen rate, and customer satisfaction.
Qualifications
Career Level - IC1
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Work arrangement
No