Support Engineer

Work Location

This position follows a flexible work model and requires employees to work onsite at least one day per week at one of the following Oracle Health locations:

• Kansas City, MO
• Nashville, TN
Orlando, FL

Expectations Schedule Requirements

Candidates must be available to work one of the following Central Time shifts:

• Monday–Friday, 6:00 AM – 3:00 PM
• Monday–Friday, 7:00 AM – 4:00 PM
• Monday–Friday, 8:00 AM – 5:00 PM
Monday–Friday, 9:00 AM – 6:00 PM

As a Support Engineer I within the Oracle Health Support organization, you will serve as the first point of contact for customers seeking technical assistance. Leveraging strong communication, customer service, and problem-solving skills, you will provide technical support, investigate issues, fulfill configuration requests, resolve customer concerns, and coordinate escalations in a fast-paced, call and ticket-based environment.

In this role, you will develop both process and solution expertise, enabling you to effectively support Oracle Health customers while collaborating closely with teammates and cross-functional partners. You will also expand your knowledge of Oracle Health products and solutions through hands-on experience and continuous learning. This position operates within a contact center environment and provides a strong foundation for growth within Oracle Health Support.

Training and Development

During onboarding and training, you will gain hands-on experience with Oracle Health’s support methodologies, tools, and processes. Working alongside experienced team members, you will build the technical and professional skills needed for long-term success within Oracle Health.

Responsibilities

As a Support Engineer I, you will use customer service, technical troubleshooting, and application knowledge to assess, investigate, and resolve customer issues and service requests through phone, ticketing, and other electronic communication channels. You will serve as a trusted resource for Oracle Health customers while delivering a high-quality support experience.

Key Responsibilities

• Investigate, troubleshoot, and resolve customer-reported issues and service requests
• Document investigations, findings, resolutions, and customer interactions accurately and thoroughly
• Perform basic technical troubleshooting and real-time issue resolution, while coordinating follow-up for more complex cases
• Triage, prioritize, and escalate issues appropriately to ensure timely resolution and customer satisfaction
• Collaborate with internal teams and external customers to support issue resolution and knowledge sharing
• Use a variety of troubleshooting techniques and tools, including:
  • Gathering and analyzing information
  • Shadowing end users
  • Reviewing logs and system data
  • Testing workflows and application functionality
  • Querying databases and tables
  • Updating system or database fields as authorized
  • Performing server-related troubleshooting activities
• Develop expertise in Oracle Health applications, support processes, and customer workflows
• Contribute to continuous improvement through process enhancements and knowledge article creation
• Work effectively both independently and in a team environment in a fast-paced support setting
Adhere to HIPAA requirements, Oracle Health policies, customer requirements, and applicable regulatory standards

Qualifications Preferred Education

• Associate’s degree, bachelor’s degree, or technical degree preferred
In lieu of a degree, an additional two years of professional experience in customer service, technical support, or healthcare may be considered

Required Experience

• Minimum of two years of experience supporting software products
Equivalent experience in customer service, technical support, or healthcare-related roles may be considered

Additional Requirements

• Must be a U.S. citizen due to customer contract requirements
• Must be eligible to obtain and maintain any required government security clearance