RESPONSIBILITIES

The main role of a Support engineer is to troubleshoot highly complex technical problems (Oracle Database) requiring high level of technical expertise

Works directly with customers

Participates in weekend rotation and shifts

Participates in initiatives that improve overall product and documentation quality

Participates in product/platform testing

Drives improvements in product quality

Serves as Situation Manager on highly sensitive Customer issues

Consults with Management in directing resolution of critical Customer situations

Consults with Customers on complex use of Oracle products

Achieves knowledge transfer through development and delivery of training, knowledge sessions, mentoring etc.

Creation/Review of Knowledge Articles

Contribute significantly towards the My Oracle Support Database communities

Analyzes work load, determines best practices and implements changes to improve productivity

Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities