Support Engineer 1

About the role

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 to provide technical support, investigate issues, fulfill configuration requests, resolve customer concerns, and coordinate escalations in a fast‑paced, call and ticket‑based environment. You will develop process and solution expertise, collaborate with teammates and cross‑functional partners, and expand your knowledge of Oracle Health products through hands‑on experience and continuous learning. This role follows a flexible work model requiring onsite presence at least one day per week at one of the Oracle Health locations in Kansas City, MO; Nashville, TN; or Orlando, FL.

During onboarding and training you will gain hands‑on experience with Oracle Health’s support methodologies, tools, and processes, working alongside experienced team members to build the technical and professional skills needed for long‑term success.

Responsibilities

• 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 real-time issue resolution, while coordinating follow-up for more complex cases
• Triage, prioritize, and escalate issues appropriately to ensure timely resolution and customer satisfaction
• Collaborate with internal teams and external customers to support issue resolution and knowledge sharing
• Use 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 through process enhancements and knowledge article creation
• Work effectively both independently and in a team environment in a fast-paced support setting
• Adhere to HIPAA requirements, Oracle Health policies, customer requirements, and applicable regulatory standards

Requirements

• Minimum of two years of experience supporting software products (equivalent experience in customer service, technical support, or healthcare-related roles may be considered)
• Must be a U.S. citizen due to customer contract requirements
• Must be eligible to obtain and maintain any required government security clearance

Qualifications

• Preferred Education: Associate’s degree, bachelor’s degree