Support Engineer

• Provide application support, troubleshooting incidents and service requests
• Monitor and maintain business applications, ensuring high availability and performance
• Analyze and resolve issues related to databases, integrations, and application workflows
• Execute and optimize SQL queries and scripts to support application maintenance and troubleshooting
• Support environments running on Windows and Linux operating systems
• Work with MySQL, Oracle, and SQL Server databases, ensuring data integrity and performance
• Use ticketing tools to manage incidents, service requests, and escalations according to defined SLAs
• Collaborate with development, infrastructure, and business teams to identify root causes and implement solutions
• Create and maintain technical documentation and operational procedures
• Participate in continuous improvement initiatives to enhance application support processes

Application Support Technician

• Investigate, analyse and resolve incidents and requests related to enterprise applications
• Provide functional support across Oracle Fusion Cloud applications
• Collaborate with internal teams and external support partners
• Manage escalations and follow issues through to resolution
• Work in line with established SLAs while understanding business priorities and urgency
• Identify opportunities to improve system performance, stability and user experience
• Understand stakeholder needs and translate business requirements into effective solutions
• Contribute to Oracle implementation and enhancement projects
• Maintain and administer Oracle Fusion security roles and Data Access Sets
• Create and maintain support documentation for service delivery and knowledge sharing
• Support internal users and contribute to continuous improvement and evolution of the Oracle Fusion Cloud platform

Applications Support Analyst – Oracle Fusion Cloud

• Respond to questions and information requests related to domains and administrative processes
• Analyze and follow up on domain registration, transfer, renewal, ownership change, and data update processes
• Verify the data and documentation required for different processes
• Follow up on contact, registrant, and entity validation processes
• Analyze and handle issues related to DNS and domain configurations
• Identify and follow up on automated processes that have not been completed correctly
• Contact and follow up with registrars and external entities when necessary
• Record and follow up on actions carried out in internal systems
• Work with other teams on requests involving different areas
• Provide customers with information in writing and by telephone
• Follow requests through to resolution while keeping customers informed
• Contribute to improving internal procedures and documentation for the domains area

Support Technician – Administration and Domains

• Provide first- and second-line technical support to users by telephone and remotely
• Diagnose and resolve issues related to pharmacy software, including scheduling, clinical records, billing, and electronic prescriptions
• Log and track incidents in a ticketing system
• Identify recurring issues and collaborate with the development team on their resolution
• Ensure compliance with defined SLAs
• Support user training on how to operate the software

IT Support Technician

• Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
• Diagnose and resolve issues related to product performance, applications, connectivity, and operations.
• Use support tools including back offices, command center, chemistry translator, virtual share, and remote access to identify error trends and isolate root causes.
• Support customers, field representatives, distributors, and strategic partners through technical inquiries, performance issue resolution, and application, connectivity, and operations training.
• Collaborate with Supervisors, Senior Agents, Level 1–3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training, and VMIPS.
• Document interactions and resolutions in the Customer Relationship Management system.
• Manage end-to-end case handling and regulatory reporting case processing while meeting case-management guidelines, KPIs, and service levels.
• Resolve customer dissatisfaction complaints, handle escalations, and coordinate with internal teams to support customer retention.
• Initiate product returns, including replacement, investigation, and repair, in the CRM system.
• Process orders for troubleshooting, defective-product replacement, and customer accommodation.
• Maintain current expertise on diagnostic product lines, troubleshooting methods, policies, and procedures.
• Adhere to Zoetis policies, procedures, and objectives.
• Participate in special projects and assignments.
• Manage the RMA process end-to-end.
• Conduct proactive follow-up calls for new installations during customer onboarding.
• May participate in meetings with local markets.

Support Engineer jobs in Portugal

Application Support Technician

Applications Support Analyst – Oracle Fusion Cloud

Support Technician – Administration and Domains

IT Support Technician

Diagnostics Technical Support Representative