Support Engineer 1

Support Engineer IAs 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.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.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 include investigating, troubleshooting, and resolving customer-reported issues and service requests; documenting investigations, findings, resolutions, and customer interactions accurately and thoroughly; performing basic technical troubleshooting and real-time issue resolution, while coordinating follow-up for more complex cases; triaging, prioritizing, and escalating issues appropriately to ensure timely resolution and customer satisfaction; collaborating with internal teams and external customers to support issue resolution and knowledge sharing; using a variety of troubleshooting techniques and tools; developing expertise in Oracle Health applications, support processes, and customer workflows; contributing to continuous improvement through process enhancements and knowledge article creation; working effectively both independently and in a team environment in a fast-paced support setting; and adhering to HIPAA requirements, Oracle Health policies, customer requirements, and applicable regulatory standards.Preferred education includes an associate's degree, bachelor's degree, or technical degree. Required experience includes a minimum of two years of experience supporting software products. Additional requirements include being a U.S. citizen due to customer contract requirements and being eligible to obtain and maintain any required government security clearance.