Support Engineer 2
Customer Service
United Kingdom
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 identities and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices.
Please note: Must be willing to undertake or preferably has already undertaken the UK Government Security Vetting process
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The purpose of this role is to be the driving force behind customer incident resolution in OCI. You'll take charge of customer Support Requests, ensuring that each request is handled efficiently. In your proactive approach, you will perform technical troubleshooting and ensure timely communication with both internal teams as well as the customer. You will work individually and as a Team to mitigate issues, calling upon senior team engineers for guidance and mentorship.
Career Level - IC2
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 known issues related to assigned Oracle product(s).
Technical Support and Solution Delivery-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 and Solution Delivery-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-Technical Support Collaboration:
-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.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
-Begins to identify frequently reported issues and recommend ideas that contribute to reducing repetitive issues, escalating as needed.
-Identifies and begins to recommend 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 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.
-Serve 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. Prioritizes 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. Utilizes 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.
