Oracle Hiring Support Engineer 1 in Bengaluru

Job Overview

Oracle is hiring a Support Engineer 1 for its Services and Support team in Bengaluru, Karnataka. This is an individual-contributor position at career level IC1, intended for candidates with 0 to 2+ years of experience and a bachelor's degree in a relevant discipline.

The role focuses on investigating issues in front-end applications while using backend troubleshooting techniques to understand and resolve customer-reported problems. The engineer will examine application behavior, collect diagnostic information, work with database records, test workflows, and document each investigation through resolution.

This position involves customer issue resolution, incident ownership, root-cause investigation, escalation, and coordination with engineering, quality assurance, operations, and other support teams. Candidates should be comfortable working in shifts, including the stated evening-to-night schedule, and providing on-call support when required.

Key Responsibilities

• Customer issue resolution: Investigate technical problems reported by customers and work toward resolution within defined service-level agreements (SLAs).
• Incident ownership: Manage support cases from initial investigation through resolution and closure, keeping customers informed about progress.
• Application troubleshooting: Investigate front-end application behavior, capture relevant information, use available fix tools, and observe end users where needed to understand reported issues.
• Backend investigation: Use backend techniques such as collecting log files, querying database tables, updating database fields, and cycling servers as part of the investigation process.
• Technical analysis: Review logs, error messages, configurations, and system behavior to identify possible causes of reported problems.
• Issue reproduction and testing: Reproduce problems in test environments when possible and validate workflows internally and externally.
• Escalation: Refer complex issues to senior support engineers, development teams, or other relevant groups with complete diagnostic details.
• Customer communication: Explain investigation steps, progress, workarounds, and resolutions clearly and professionally.
• Documentation: Maintain accurate case notes and record activities, findings, and resolutions. Create or update knowledge-base articles, troubleshooting guides, and known-issue documentation.
• Cross-team collaboration: Coordinate with engineering, QA, operations, and support teams so that issues reach the appropriate owners.
• Service quality: Work toward support KPIs covering response time, resolution time, case quality, customer satisfaction, and SLA compliance.
• Continuous product learning: Build knowledge of supported products, relevant technologies, tools, and support processes.

Required Skills

• SQL: Knowledge of SQL, including the ability to query tables as part of backend investigations.
• Troubleshooting: Ability to investigate technical issues by reviewing logs, errors, configurations, and application behavior.
• Root-cause analysis: A structured approach to understanding reported problems and documenting findings.
• Incident management and response: Ability to handle support cases, prioritize work, and progress issues toward resolution.
• Issue escalation management: Ability to recognize when an issue needs assistance from senior engineers or another technical team.
• Technical communication: Clear written and verbal communication when documenting investigations and explaining technical updates.
• Collaboration: Ability to work with colleagues and stakeholders across different teams and regions.
• Customer-oriented problem solving: Professional interaction with customers while balancing customer requirements and business priorities.

Preferred Experience

Oracle indicates 0–2 years of experience in application support, client or customer support, incident management, problem management, or change management as preferred experience. The role is also suited to candidates who can demonstrate relevant troubleshooting ability, SQL knowledge, effective communication, and a willingness to learn supported products and support procedures.

Education

A bachelor's degree is required. The stated academic backgrounds include Computer Science Engineering, Information Systems, Software Engineering, or a related field. Candidates should ensure that their education aligns with the relevant academic qualification described in the job posting.

Experience and Eligibility

The listed experience range is 0 to 2+ years. The posting therefore includes entry-level eligibility. Applicants should be prepared to demonstrate their understanding of SQL, technical troubleshooting, communication, and the fundamentals of investigating application issues.

• Experience range stated by Oracle: 0 to 2+ years.
• Relevant exposure may include application support, customer support, incident management, problem management, or change management.
• Applicants must be able to read, write, and speak English.
• Visa or work-permit sponsorship is not available for this position.
• The position does not require a security clearance.

Shift and Support Requirements

The preferred qualifications specify readiness to work from 5:30 PM to 2:30 AM IST. Candidates should also be prepared to work in different shifts and provide on-call support. This schedule and support expectation are important considerations for applicants before applying.

Work Location

This position is based in Bengaluru, Karnataka, India. The job posting does not explicitly identify the work arrangement as remote or hybrid, so applicants should confirm the applicable workplace expectations with Oracle during the hiring process.

Who Should Apply

This opportunity may suit graduates in computer science engineering, information systems, software engineering, or related disciplines who want to begin or develop a career in technical support and application troubleshooting. Candidates with up to 2+ years of relevant experience can consider applying if they meet the education and skill requirements.

Applicants should be comfortable investigating both front-end application issues and backend information, using SQL to query database tables, examining logs, documenting technical findings, and communicating with customers and internal teams. The ability to prioritize incidents, follow issues through to closure, and work during the specified shift or other required shifts is important.

About the Role at Oracle

Oracle describes its work as bringing together data, infrastructure, applications, and expertise, with AI embedded across its products and services. The company also states its commitment to an inclusive workplace and equal employment opportunity. The Support Engineer 1 role contributes to customer support by investigating technical issues, coordinating resolutions, and maintaining useful support documentation.

How to Apply

Review the eligibility criteria, education requirements, SQL knowledge, shift expectations, and support responsibilities before submitting an application. Ensure that your resume clearly describes relevant academic projects, technical troubleshooting, SQL exposure, customer or application support experience, and communication skills where applicable.

Apply now through SoftoJobs to explore this opportunity.