Support Engineer

Support Engineer – Oracle Health

As a Support Engineer, you will provide functional and technical support for the Oracle Health Electronic Medical Record (EMR) suite. In this role, you will serve as a primary point of contact for customers, delivering post-sales support, troubleshooting issues, and ensuring a high level of client satisfaction. You will act as both a problem solver and customer advocate, supporting healthcare clients while collaborating across internal teams to resolve complex issues.

Key responsibilities include investigating and resolving client issues by analyzing front-end applications, gathering details, shadowing users, and testing workflows. You will also perform back-end troubleshooting, including capturing logs, querying database tables, updating fields, and cycling servers. Additionally, you will respond to customer inquiries via phone, email, and messaging platforms, collaborate cross-functionally to escalate and resolve complex or critical issues, document all troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecycle, prioritize workload effectively to meet service level expectations and client needs, provide guidance and support to internal stakeholders on escalated customer situations, contribute to a collaborative team environment by sharing knowledge and supporting peers, and participate in after-hours, weekend, and holiday on-call rotations for critical issue support.

Qualifications include 3+ years of experience in customer support, technical support, IT services, or healthcare industry, a bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience), experience with troubleshooting, help desk environments, or ticketing systems, ability to work onsite 3 days per week in one of the designated hub locations, and ability to obtain required government security clearance.

Preferred skills include basic IT and networking knowledge, experience with SQL or querying databases, familiarity with CCL, HL7, or healthcare systems, exposure to backend troubleshooting or system maintenance, and technical certifications.