Support Engineer 1
Oracle · Kansas City, MO · 1 mo ago
Information Technology$21.3–$45.05/hrFull-time
We need to output HTML fragment with sections: h3 headings for sections present with real content. Remove boilerplate. Keep substantive info.
We have job description paragraphs, responsibilities, qualifications, benefits, etc.
We need sections: About the role? The description includes "Job Description" then "Responsibilities", "Qualifications", "Benefits", maybe "Pay" (range and benefit info includes salary range). Also "Schedule"? Not present. So include Pay section if salary range given. Benefits section present. Qualifications section present. Responsibilities section present. About the role? Could be the initial description before Responsibilities. Could treat as "About the role" heading with that prose. The instruction: use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should create sections accordingly.
We need to include only sections with real content. So:
- About the role: the initial job description paragraph(s) before "Responsibilities". That includes: "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."
We can put that in . Should we preserve the subheadings? Probably just list each responsibility as li. We'll need to parse.
Let's extract responsibilities:
From "Key Responsibilities 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)."
Then "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."
Then "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."
Then "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."
Then "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."
Then "Performance Monitoring and Management: Monitors and executes own support service performance metrics, with some guidance."
Then "Additional Responsibilities (as Needed) Services Translation: Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance."
Then "Core Responsibilities 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."
We need to produce a list of duties. Could combine each sentence as li. Might be many. But okay.
We should avoid duplication. Some sentences repeat earlier content. But we must preserve all substantive information; not invent or summarize away detail. However we can combine similar points? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." That suggests we should not omit details, but we can combine if it's same meaning? Safer to keep each distinct sentence as separate li, even if similar.
We'll produce
. - Responsibilities: The "Key Responsibilities" section with bullet points. We need to extract list items. The text includes many sentences grouped under headings like "Technical Support and Solution Delivery-Customer Support and Advocacy:" etc. We need to turn each duty into
- for each distinct responsibility sentence.
Let's list them:
1. Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
2. Provides technical support to customers by answering technical questions, troubleshooting and resolving simple issues related to assigned Oracle product(s).
3. 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.
4. 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.
5. Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues through roll-up.
6. Documents activities on service request and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
7. Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
8. Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
9. Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.
10. Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
11. Begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices, based on customer feedback and/or operational insights.
12. Monitors and executes own support service performance metrics, with some guidance.
13. Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.
14. Completes assigned tasks and monitors timelines to ensure timely completion of work in accordance with project requirements, with supervision.
15. Follows direction to prioritize work and adjust to shifts in resources or timelines.
16. Collaborates with team members to better understand expectations and contribute to shared objectives.
17. Builds basic understanding of business, stakeholder, and/or customer needs with guidance.
18. Follows standard procedures to identify and escalate issues to senior team members.
19. Collects and reviews basic data and/or information to troubleshoot common errors.
20. Builds knowledge and learns new skills and/or tools aligned with industry trends and best practices as directed.
21. Incorporates feedback and participates in training to improve skills.
22. Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.
That seems comprehensive.
Now Qualifications section: The posting includes "Qualifications Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements." Then salary range and benefits. Actually qualifications may be just that disclaimer? There's no explicit qualifications like education/experience. So we may include a Qualifications section with that disclaimer text. Also maybe include "Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from $21.30 - $45.05 per hour; from: $44,300 - $93,700 per year. May be eligible for equity." That's more Pay/Benefits.
Qualifications: The disclaimer about immunization etc. We'll put that as
. Pay section: salary range and maybe equity mention. So we create Pay section with that info. Benefits section: list of benefits as bullet list. We also have "About Us" section after qualifications? Actually after qualifications there is "About Us" paragraph. That could be considered "About the role"? Already used. But we could add another section "About the company" but not in allowed headings list. The allowed headings include About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should not add extra headings. The "About Us" paragraph could be considered part of About the role? Might be okay to include in About the role section as additional prose. We'll incorporate it into About the role paragraph. Thus About the role will include initial job description plus the "About Us" paragraph. Now we need to ensure we don't include boilerplate like EEO, accommodation request, etc. Remove those. Also remove lines like "The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted." That's application instruction, remove. Also remove "As part of Oracle's onboarding process..." etc. That's boilerplate, remove. Also remove "Accommodations to this requirement may be granted following an individualized assessment." That's part of accommodation, remove. Also remove "Only Oracle brings together..." etc. That's About Us but we keep as part of About the role? It's not boilerplate; it's company description. Keep. Now produce HTML fragment:
About the role
... combined prose ...
Responsibilities
- ... each ... ...
Qualifications
Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Pay
Hiring Range in USD from $21.30 - $45.05 per hour; from: $44,300 - $93,700 per year. May be eligible for equity.
Benefits
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment