Support Engineer

As 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 have the opportunity to 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 offers a strong foundation for growth within Oracle Health Support.

Career Level – IC1

As a Support Engineer I, you will leverage customer service, technical troubleshooting, and application knowledge to assess, investigate, and resolve customer issues and 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:

• Investigate, troubleshoot, and resolve customer-reported issues and service requests.
• Document investigations, findings, resolutions, and customer interactions accurately and thoroughly.
• Perform basic technical troubleshooting and analysis to resolve issues in real time, while coordinating follow-up activities for more complex issues.
• Triage, prioritize, and escalate issues appropriately to ensure timely resolution and customer satisfaction.
• Collaborate with internal teams and external customers to drive issue resolution and knowledge sharing.
• Utilize a variety of troubleshooting techniques and tools, including:
• Gathering and analyzing information
• Shadowing end users
• Reviewing logs and system data
• Testing workflows and application functionality
• Querying databases and tables
• Updating system or database fields as authorized
• Performing server-related troubleshooting activities
• Develop expertise in Oracle Health applications, support processes, and customer workflows.
• Contribute to continuous improvement efforts by identifying opportunities for process enhancements and knowledge article creation.
• Work effectively both independently and as part of a collaborative team in a fast-paced support environment.

Adhere to HIPAA requirements, Oracle Health policies and procedures, customer requirements, and all applicable regulatory standards.

*

Training and Development

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 to establish a successful and rewarding career within Oracle Health.

QualificationsPreferred Education

• Associate's Degree, Bachelor's Degree, or Technical Degree preferred.
• In lieu of a degree, an additional two years of professional experience in customer service, technical support, and/or the healthcare industry may be considered.

Required Experience

• Minimum of two years of experience supporting software products.
• Equivalent experience with highly transferable technical, customer service, or healthcare-related skills may be considered.

Additional Requirements

• Must be a U.S. citizen due to customer contract requirements.

Must be eligible to obtain and maintain any required government security clearance applicable to the position.

*

Expectations

Schedule Requirements

Candidates must be available to work one of the following Central Time shifts:

Monday–Friday, 6:00 AM – 3:00 PM

Monday–Friday, 7:00 AM – 4:00 PM

Monday–Friday, 8:00 AM – 5:00 PM

Monday–Friday, 9:00 AM – 6:00 PM

Work Location

This position follows a flex work model and requires employees to work onsite at least one day per week at one of the following Oracle Health locations:

• Kansas City, MO
• Nashville, TN

Orlando, FL

*

Technical RequirementsEmployees working remotely must maintain a reliable internet connection that meets the following minimum requirements:

Download speed of 20 Mbps or greater

Upload speed of 5 Mbps or greater

Acceptable packet loss results as measured by approved testing tools

Employees who cannot meet these requirements must be able to work from an Oracle Health office location.

Security and Compliance

Comply with all corporate and organizational security policies and procedures.

Understand and fulfill individual responsibilities related to safeguarding Oracle and customer information and assets.

Promptly report actual or suspected security incidents or policy violations.

Perform additional duties and responsibilities as assigned.