WE ARE HIRING: Support Engineer

Location: Colombo, Sri Lanka
Employment Type: Full-time
Working Hours: Monday to Friday | 8:30 AM – 5:00 PM
Company Industry: Education

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.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Support Engineer.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.

Apply now and see how you can be the perfect fit for this exclusive position!

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