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Job Description

Support Engineer - Oracle Health

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

US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)

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.

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)

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $21.30 to $45.05 per hour; from: $44,300 to $93,700 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.

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