Support Engineer

Oracle Corporation • Kansas City, MO, United States, US • 5h ago

Support Engineer – Oracle Health

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

U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the appropriate government security clearance is required.

Overview

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

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
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
Ability to obtain required government security clearance

Preferred Skills