Support Engineer 1
Oracle — Hybrid - Bengaluru
₹4–10 LPA (HireSetu estimate) · 0–2 yrs exp · Freshers eligible · Full-time · hybrid
HireSetu listing reference afcdef — confirm requirements below, then apply on the employer site.
Quick answer: Entry-level, customer-facing support in Bengaluru: you take calls and tickets from Oracle customers, fix the straightforward product problems yourself, and hand the hard ones to senior teams. How fast and cleanly you close your own queue is part of the job.
From Oracle's job posting
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.
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.
Services Translation
-Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.
Planning & Execution
-Completes assigned tasks and monitors timelines to ensure timely completion of work in accordance with project requirements, with supervision. Follows direction to prioritize work and adjust to shifts in resources or timelines.
Collaboration & Partnership
-Collaborates with team members to better understand expectations and contribute to shared objectives. Builds basic understanding of business, stakeholder, and/or customer needs with guidance.
Problem Solving
-Follows standard procedures to identify and escalate issues to senior team members. Collects and reviews basic data and/or information to troubleshoot common errors.
Continuous Learning
-Builds knowledge and learns new skills and/or tools aligned with industry trends and best practices as directed. Incorporates feedback and participates in training to improve skills.
Continuous Improvement
-Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.
Qualifications
Career Level - IC1
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We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.
The employer’s company overview, benefits and equal-opportunity statement are left out here; they are on the original posting.
Text from Oracle's official job posting, formatted by HireSetu. The employer's own page is the final word on details.
HireSetu's note
A fit for freshers and helpdesk hands
The career level is IC1, the bottom rung, and the qualifications name nothing beyond that. Freshers with a CS or IT degree and working SQL go for this, and so do people with a year on someone else's helpdesk. What counts is holding a conversation with a frustrated customer while keeping the ticket moving. If your instinct when something breaks is to dig into the logs, that helps, as long as you stay on the customer's clock.
SQL and fault reproduction
SQL is one of only two skills named. Know joins and filtering well enough to pull one customer's records out of a table, because that is how you check what they are actually seeing. The other is verification: run the steps the customer describes, find where your result diverges from theirs. Practise describing a fault out loud, expected result, actual result, steps taken, what you ruled out. Support teams live on that shape, and a vague ticket bounces straight back to you.
Bengaluru hybrid, with a queue to cover
Hybrid in Bengaluru means part of the week in the office. Calls and electronic channels mean a queue with metrics attached: response, resolution, follow-up. Ask about shift timings and the roster when you speak to them, since supporting customers across time zones can mean early or late hours. Confirm whether the oral and verbal translation duty sits with your product line or the team as a whole, and how often it comes up.
The path after a year or two
The work centres on one Oracle product family and everything around it: the customer's setup, the bugs, the workarounds. Depth is the currency here. Senior support on the same product is the obvious near-term move, and the engineering teams you hand bugs to are another route. The KB articles and troubleshooting guides you write are the one thing you produce that other people read long after the ticket is closed.
Drafted with AI from Oracle's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.
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