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
- 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)
