Support Engineer 1

This position follows a flexible 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; or Orlando, FL.

Schedule

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

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, 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 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 provides a strong foundation for growth within Oracle Health Support.

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 for long-term success within Oracle Health.

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, or technical degree. In lieu of a degree, an additional two years of professional experience in customer service, technical support, or healthcare may be considered.

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

Pay

Hiring range in USD from $20.58 - $40.24 per hour; from $42,800 - $83,700 per year. May be eligible for equity.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short-term and long-term disability insurance
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off:
  • Flexible Vacation for salaried employees
  • Accrued Vacation for non-salaried employees: 13 days annually for the first three years, increasing to 18 days annually thereafter (prorated for part-time employees working 20-34 hours per week)
  • 11 paid holidays
• Paid sick leave: 72 hours upon hire, refreshes annually, with a carry-over cap of 112 hours
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal services
• Voluntary benefits including auto, homeowner, and pet insurance