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.
The Support Engineer I – Configuration provides post implementation and sustainment support for assigned Oracle Health products. This role partners with customers to understand and complete configuration change requests within their domain, including design additions or modifications, testing, validation, and ongoing support.
Key Responsibilities:
Customer Support and Configuration Delivery
•Serve as a primary customer contact through phone or electronic channels.
•Gather requirements, document, configure, test, and validate approved customer change requests.
•Provide support for design additions or modifications and communicate progress and resolution throughout the request lifecycle.
•Troubleshoot and resolve routine configuration and technical issues; escalate complex issues to appropriate technical teams or experienced peers.
•Coordinate with peers to report and support resolution of product design, reliability, maintenance, or defect concerns.
Documentation and Collaboration
•Maintain accurate service request, change request, and product documentation.
•Use and contribute to troubleshooting guides, configuration documentation, and Knowledge Base articles.
•Partner with internal teams and stakeholders to address customer situations and technical issues.
•Build knowledge of assigned Oracle product ecosystems and customer environments.
Support Enhancement and Performance
•Use automation and AI assisted tools to investigate common issues, identify root causes, and improve efficiency.
•Identify opportunities to improve change request workflows, support processes, documentation, and best practices.
•Monitor assigned service performance metrics and complete work within established timelines.
Core Responsibilities
•Follow established procedures to prioritize tasks, troubleshoot common issues, and escalate concerns as needed.
•Collaborate with team members to support customer and business needs.
•Continue developing configuration, product, and technical support knowledge through training, feedback, and hands on experience.
•Provide oral and written translation support for technical and non technical inquiries, as needed.
Internal 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
- 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
- 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)
External 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
- 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
- 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)
