Associate Support Engineer

** Job Description*
* 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.

** Responsibilities*
* ** 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 simple issues related to assigned Oracle product(s).

** Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:*
* -Leverages basic 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, with minimal guidance.

-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.

-Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues through roll-up.

** Technical Support and Solution Delivery-Technical Support Documentation:*
* -Documents activities on service request and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.

-Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.

** Technical Proficiency and Support Enhancement-Technical Support

Collaboration:

*
* -Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).

-Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.

** Technical Proficiency and Support Enhancement-Technical Support Improvement:*
* -Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.

-Begins to identify potential 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 support service performance metrics, with some guidance.

** Issue Investigation & Troubleshooting*
* **
- ** Analyze and investigate configuration-related issues reported by clients or stakeholders.

-Identify root causes and apply corrective changes without impacting other solutions or workflows.

-Document resolutions and improvements for future reference.

** Collaboration & Communication*
* **
- ** Provide clear status updates to clients, managers, and internal teams.

-Communicate risks, delays, scope changes, or dependencies proactively.

-Translate technical configurations into understandable explanations for non-technical stakeholders.

** Compliance, Standards & Documentation*
* **
- ** Ensure all changes adhere to organizational guidelines, quality standards, and SLAs.

- -Update configuration tracking tools, change logs, and documentation.

-Maintain audit readiness and follow ITIL-based change management processes.

** Additional Responsibilities (as needed)*
* ** Services Translation:*
* -Provides translation oral and verbal services for technical and non-technical inquiries for…