Senior Systems Engineer (Break/fix Maintenance Support, Change Management)

Senior Systems EngineerOracle Health is seeking a Senior Systems Engineer to join our Citrix Support team in Nashville, Tennessee. This role supports production Citrix environments used to deliver clinical applications to healthcare organizations, helping maintain reliable access to systems that support patient care.You will troubleshoot complex issues both independently and collaboratively with other members of the Citrix Support team. Your work will include customer support, incident response, proactive monitoring, and planned changes. You will also partner with customers and technical teams to address recurring problems, improve operational practices, and share expertise.This role is based full-time in Nashville TN - we do offer relocation assistance.ResponsibilitiesOwn incidents, service requests, and customer escalations involving Citrix application access, sessions, performance, and stability, maintaining clear documentation and timely communication through resolution.Participate in a regular on-call rotation during assigned coverage periods. Engage promptly to troubleshoot and restore service or reduce customer impact. Resolve the issue or escalate to the appropriate team after completing a thorough investigation, documenting findings, and providing a clear handoff.Conduct root cause analysis and manage recurring problems to prevent repeat incidents and improve service reliability.Monitor production environments, investigate alerts and performance trends, and proactively remediate issues before they affect customers.Plan and implement customer-requested software installations, upgrades, configuration changes, and planned maintenance within supported Citrix environments. Prepare change plans covering impact assessment, testing, implementation, validation, and backout procedures, following established change-management and approval processes.Support customer go-live activities, coordinating technical readiness, validation, and issue resolution.Collaborate with Engineering, Technical Account teams, and Infrastructure teams to resolve issues and deliver operational improvements.Develop and maintain technical documentation, troubleshooting guides, and operational runbooks. Cross-train and mentor team members to strengthen shared expertise, improve coverage, and reduce reliance on individual subject matter experts.Improve support tools, processes, and automation to reduce operational effort.Support operational compliance, security, and service availability initiatives through established procedures and technical improvements.QualificationsExperience supporting enterprise Citrix environments and Windows Server systems.Ability to investigate complex technical issues, exercise sound judgment during service disruptions, and work effectively both independently and within a team.Working knowledge of Active Directory, Group Policy, and networking fundamentals relevant to Citrix support.Strong customer communication and technical documentation skills.Ability to manage competing priorities while maintaining ownership of customer issues.Preferred QualificationsCitrix certification, such as CCA-V or CCP-V, or equivalent demonstrated hands-on expertise.Experience using Citrix tooling to investigate session performance, logon delays, and application availability.Experience troubleshooting Citrix user profiles and policies.PowerShell scripting experience for troubleshooting, data collection, or operational automation.Familiarity with ITIL incident, problem, and change-management practices.Experience supporting healthcare applications or other production systems requiring high availability.QualificationsDisclaimer: 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. Range and benefit information provided in this posting are specific to the stated locations only.US: Hiring Range in USD from: $74,100 to $148,300 per annum. May be eligible for bonus and equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company matchPaid 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. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.11 paid holidaysPaid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.Paid parental leaveAdoption assistanceEmployee Stock Purchase PlanFinancial planning and group legalVoluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.