Requirements
The Support Engineer 1 role requires Arabic and English language proficiency for customer support. Key responsibilities include providing functional and technical support for Oracle Health solutions, troubleshooting incidents, performing application maintenance, and serving as a customer point of contact. Core competencies include planning, execution, collaboration, problem-solving, continuous learning, and continuous improvement.
Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
IT - Software & Web Development
Company Industry
Healthcare, Pharmaceuticals & Medical Services
Position overview
The Support Engineer 1 role will support the delivery and ongoing operations of Oracle Health Solution offering in the Middle East region and rest of the international client support.
Arabic & English language proficiency is essential to effectively support customer delivery and engagement across the region.
The successful candidate will work in a collaborative team environment, providing functional and technical expertise to customers while troubleshooting issues, maintaining applications, and delivering a high-quality support experience.
Key responsibilities
Provide functional and technical support for Oracle Health solutions, including the Clinical AI Agent offering.
Investigate, troubleshoot, and resolve incidents across front-end and back-end applications.
Perform application maintenance and support activities to ensure reliable service delivery.
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.
Clearly communicate investigation progress, findings, resolutions, and next steps.
Document troubleshooting activities, investigation notes, resolutions, and lessons learned throughout the lifecycle of service requests.
Prioritize work according to issue severity, urgency, and customer impact.
Participate in an on-call rotation as required.
Travel up to 20%, based on business and customer needs.
Arabic 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.
Help ensure clear and effective communication with Arabic-speaking customers and stakeholders.
Core competencies
Planning & 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 & 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.
Continuous improvement: Identify opportunities to enhance processes, workflows, documentation, and support practices to improve operational efficiency and customer outcomes.
Qualifications
Career level - IC1
About us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, please let us know through the appropriate channels.
Oracle is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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