Technical Support Engineer (Retail/Hospitality)

This role does not offer work permit/visa sponsorshipJob Requirements:Minimum 2 years providing support including both Oracle or non-Oracle products.Customer Focused - has the ability to empathize with customers and is able to deliver great customer service in a professional and polite mannerExcellent verbal and written English communication skillsA willingness to use self-learning tools and online documentation for self-learning as well as active participation in product related classroom trainingsDesirable experience:Prior experience in managing or working with any Hospitality or Retail Software. Experience working on any POS hardware and software is also consideredPrior help desk or relevant experienceA+, OCA, OCP, MCP, MCSE or other similar certificationsOracle DB qualifications / SQL skills a distinct advantageMust be amenable to working rotating shifts, with the core schedule aligned to the Manila night shift, including weekends and holidays as requiredHybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter.Job Overview:As a Support Engineer, you will provide first- and second-level technical support to Oracle customers, managing inbound calls and Service Requests while delivering timely, high-quality resolutions. You'll troubleshoot a broad range of application, database, hardware, and cloud environment issues, leveraging your technical expertise and Oracle knowledge base to resolve customer challenges. In this customer-facing role, you'll also contribute to knowledge management, continuous learning, and process improvement, while ensuring the highest standards of security and customer satisfaction.Key Responsibilities: May be the first line of telephone contact for our customer base - You are the face of Oracle SupportCheck customer entitlement for support and work with the Support Operations HOST team where entitlement is unclearProvide first line application support for a wide range of product or systems related service requestsLog and manage support requests in the appropriate systems in a timely manner and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelinesAnalyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timey manner or work with your manager or team lead to reassign to the appropriate resource or groupTake ownership of SRs and monitor through to resolution - this includes SRs passed to other teams or external partnersMaintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progressContribute to Knowledge by actively commenting and providing feedback on KM articlesMay perform remote on-line support via WebEx, Bomgar, VPN etc. to the customers’ premise based environment OR to the customers’ hosted (cloud) environment. Perform remote diagnostics on the application and/or database and take the appropriate corrective actionReproduce technical issues that customers report in a test environment in order to troubleshoot & resolveWork towards service level resolution within a timely manner or work with your manager to reassign to the appropriate resource/group or escalateCarry out other duties as reasonably requested by your line manager