Support Engineer 1, Arabic Speaker

Role Overview

Support Engineer 1, Arabic Speaker at Oracle, supporting the delivery and ongoing operations of Oracle Health Solution offering in the Middle East region and rest of the International client support.

Role Purpose

Provide functional and technical support for Oracle Health solutions to customers across the Middle East and International regions. The role combines technical troubleshooting, customer relationship management, and bilingual support to ensure high-quality service delivery and customer satisfaction.

Key Responsibilities

Customer Support & Engagement

• Provide functional and technical support for Oracle Health solutions, including the Clinical AI Agent offering.
• Serve as a point of contact for customers, responding to technical and functional inquiries through phone, electronic, and in-person channels.
• Build effective relationships with customers and collaborate closely with internal stakeholders.
• Help ensure clear and effective communication with Arabic-speaking customers and stakeholders.

Incident Management & Troubleshooting

• Investigate, troubleshoot, and resolve incidents across front-end and back-end applications.
• Apply established troubleshooting methodologies to investigate common technical issues, analyze relevant information, and escalate complex problems when appropriate.
• Prioritize work according to issue severity, urgency, and customer impact.

Operations & Maintenance

• Perform application maintenance and support activities to ensure reliable service delivery.
• Participate in an on-call rotation as required.

Communication & Documentation

• Clearly communicate investigation progress, findings, resolutions, and next steps.
• Document troubleshooting activities, investigation notes, resolutions, and lessons learned throughout the lifecycle of service requests.

Language Support

• Provide Arabic and English language support for technical and non-technical customer interactions.
• Assist with verbal and written translation when required to support customer delivery.

Continuous Improvement

• Identify opportunities to enhance processes, workflows, documentation, and support practices to improve operational efficiency and customer outcomes.

Skills & Competencies

• Arabic and English language proficiency (essential).
• Planning and execution: Complete assigned tasks within agreed timelines and in accordance with project and customer requirements. Prioritize activities effectively and adapt to changing business needs.
• Collaboration and partnership: Work effectively with team members, customers, and stakeholders to achieve shared objectives and deliver a positive customer experience.
• Problem solving: Apply established troubleshooting methodologies to investigate common technical issues, analyze relevant information, and escalate complex problems when appropriate.
• Continuous learning: Develop knowledge of Oracle Health products, emerging technologies, AI-enabled solutions, and relevant industry practices. Actively incorporate feedback and participate in training and development opportunities.

Additional Information

• Travel up to 20%, based on business and customer needs.
• Flexible working options where applicable.
• Work on complex, business-critical customer transformation projects.
• Collaborate with highly skilled colleagues across global teams.
• Continuous learning and professional development opportunities.
• Career progression within one of the world's leading technology companies.
• Competitive compensation and comprehensive benefits.
• Career Level: IC1