Support Engineer 1 (Hospitality and Restaurants)

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.
Minimum Job Qualifications
Education and/or Experience:
4 years of experience in customer support, technical support, or related field
OR
Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field.
Job Skills:
Customer Service: Demonstrated ability to deliver high-quality customer service, resolving issues with professionalism.
Conflict Resolution: Demonstrated ability to identify, address, and resolve conflicts to maintain positive team dynamics.
Prioritization: Demonstrated expertise in prioritizing tasks and projects to ensure efficient resource allocation.
Compliance: Demonstrated knowledge of and adherence to regulatory, legal, and organizational compliance requirements.
Stress Tolerance: Demonstrated ability to maintain effective performance in high-pressure, time-sensitive situations.
Preferred Job Qualifications
Education and/or Experience:
5 years of experience in customer support, technical support, or related field.
OR
Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 1 year of experience in customer support, technical support, or related field
Oracle Diagnostic Methodology Certification:
Oracle Diagnostic Methodology Certification within first 30 days of hire.
Support Engineer 1
As a Support Engineer 1, you will provide first- and second-level technical support to Oracle customers, managing inbound calls and Service Requests while delivering timely, high-quality resolutions. You'll troubleshoot a broad range of application, database, hardware, and cloud environment issues, leveraging your technical expertise and Oracle knowledge base to resolve customer challenges. In this customer-facing role, you'll also contribute to knowledge management, continuous learning, and process improvement, while ensuring the highest standards of security and customer satisfaction.
Key Responsibilities: