Support Engineer Incident

Description

Support Engineer Oracle Health

Locations: Kansas City MO Nashville TN Orlando FL (Onsite 3 days/week)

US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)

Overview

As a Support Engineer you will provide functional and technical support for the Oracle Health Electronic Medical Record (EMR) 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.

Responsibilities

Key Responsibilities

• Investigate and resolve client issues by analyzing front-end applications gathering details shadowing users and testing workflows
• Perform back-end troubleshooting including capturing logs querying database tables updating fields and cycling servers
• Respond to customer inquiries (technical and non-technical) 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
• Participate in after-hours weekend and holiday on-call rotations for critical issue support

Qualifications

• 3 years of experience in customer support technical support IT services or healthcare industry
• Bachelors 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
• Ability to obtain required government security clearance

Preferred Skills

• 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
• Technical certifications (preferred)

Qualifications
Disclaimer:

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 $21.20 to $45.05 per hour; from: $44100 to $93700 per annum. May be eligible for 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 Oracles 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:
1. Medical dental and vision insurance including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid 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.
9. 11 paid holidays
10. Paid 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC1

Required Experience:

IC