Support Engineer (934VW344)

Role Overview

We are seeking an experienced and customer-focused Support Engineer to provide first and second-level technical support for Oracle-based applications within an education-sector technology environment.

The selected candidate will be responsible for troubleshooting application issues, resolving technical queries, supporting Oracle Forms and Reports, handling PL/SQL-related issues, coordinating with development teams, and ensuring smooth operation of mission-critical systems. This role requires strong technical problem-solving skills, excellent communication, and the ability to support end-users professionally and efficiently.

Key Responsibilities

Application Support & Troubleshooting

• Provide first and second-level technical support for Oracle-based applications.
• Troubleshoot and resolve issues related to Oracle Forms, Oracle Reports, application functionality, and system performance.
• Diagnose and resolve complex issues related to PL/SQL scripts, database queries, stored procedures, and triggers.
• Perform root cause analysis for reported issues and provide timely resolutions.
• Escalate complex technical matters to the relevant development or product teams when required.

Database & Technical Support

• Support Oracle database-related troubleshooting and issue resolution.
• Write, analyze, and troubleshoot SQL queries and PL/SQL scripts.
• Monitor application performance and support high availability and reliability of systems.
• Assist in identifying recurring technical problems and recommend long-term solutions.
• Support system integrations, customizations, and client-specific technical requirements.

Deployment, Testing & System Maintenance

• Support deployment of application updates, patches, bug fixes, and new feature releases.
• Assist in testing patches, upgrades, and system enhancements before production release.
• Ensure deployments are completed with minimal disruption to end-users.
• Maintain proper documentation of fixes, technical issues, and resolution steps.
• Support continuous improvement of application support processes.

Client, User & Internal Team Coordination

• Act as a liaison between end-users, clients, development teams, and product teams.
• Communicate technical issues and solutions clearly to both technical and non-technical users.
• Provide proactive support to ensure smooth operation of business-critical systems.
• Collaborate with cross-functional teams, including development, operations, and support teams.
• Provide guidance and technical support to junior support staff when required.

Candidate Profile

• Bachelor's degree in Software Engineering, Computer Science, or a related field.
• Minimum 3 years of experience in technical support, application support, or a similar role.
• Strong expertise in PL/SQL, including writing and troubleshooting complex SQL queries, stored procedures, and triggers.
• Hands-on experience with Oracle Forms and Oracle Reports development and troubleshooting.
• Solid understanding of Oracle databases and database-related issue diagnosis.
• Experience with incident management tools such as Jira, Zoho, or similar platforms.
• Strong problem-solving and analytical skills.
• Excellent communication skills with the ability to explain technical matters clearly.
• Strong attention to detail and documentation skills.
• Ability to work independently, manage time effectively, and meet deadlines.
• Ability to collaborate effectively with development, operations, and cross-functional teams.
• Experience supporting enterprise systems in the education sector will be an added advantage.