Support Engineer - Configuration

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions). Also remove duplicated sections like "Responsibilities" repeated. We need to parse the posting. Key sections: - About the role: maybe the paragraph after "Job Description Support Engineer – Oracle Health Locations: ..."? Actually "About the role" could be the description: "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." We can put that under

About the role

with

. - Responsibilities: there are many bullet points under "Key Responsibilities:" and later "Responsibilities Key Responsibilities". Need to combine and deduplicate. We'll list bullet items. - Requirements: maybe "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." Also "Ability to work onsite 3 days per week in one of the designated hub locations". Also "3+ years of experience in customer support, technical support, IT services, or healthcare industry". Also "Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)". Also "Experience with troubleshooting, help desk environments, or ticketing systems". Also "Ability to obtain required government security clearance". Also "U.S. citizenship required due to client contracts. Position must be performed on U.S. soil." Also "Ability to work onsite 3 days per week". Also "Ability to obtain the appropriate government security clearance". Also "U.S. citizenship required due to client contracts." Also "Position must be performed on U.S. soil." Also "Ability to obtain the appropriate government security clearance is required." We'll combine. - Qualifications: maybe same as Requirements? Actually they have a "Qualifications" section with bullet list: "3+ years of experience...", "Bachelor’s degree...", "Experience with troubleshooting...", "Ability to work onsite 3 days per week...", "Ability to obtain required government security clearance". Then later "Preferred Skills". So we can treat "Qualifications" as required qualifications, and "Skills" as preferred skills. - Skills: "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)". Also maybe "Use automation and AI assisted tools..." but that's responsibilities. - Benefits: The paragraph about benefits: "Oracle US offers a comprehensive benefits package which includes the following: Medical, dental, and vision insurance, including expert medical opinion Short term disability and long term disability 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 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. 11 paid holidays 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. Paid parental leave Adoption assistance Employee Stock Purchase Plan Financial planning and group legal Voluntary benefits including auto, homeowner and pet insurance". That's substantive. - Pay: "Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from $21.30 - $45.05 per hour; from: $44,300 - $93,700 per year. May be eligible for equity." Also "Oracle maintains broad salary ranges..." but that's generic; we can keep the range. - Schedule: "Onsite – 3 days/week" mentioned in location line. Also "Ability to work onsite 3 days per week in one of the designated hub locations". So schedule: Onsite 3 days/week. We must not include sections with placeholder like "commensurate with experience". Not present. We must not include duplicated lines. We'll deduplicate responsibilities. Let's extract responsibilities bullet points: From first "Key Responsibilities:" block: - 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. Then "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. Then "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. Then "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. Then later "Responsibilities Key Responsibilities" (duplicate heading) with bullet list: - 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 We need to combine and deduplicate. Many overlap. We'll create a unified list, removing duplicates. Let's list unique responsibilities: 1. Serve as primary customer contact via phone/electronic channels. 2. Gather requirements, document, configure, test, validate approved customer change requests. 3. Provide support for design additions/modifications; communicate progress/resolution throughout request lifecycle. 4. Troubleshoot/resolve routine configuration/technical issues; escalate complex issues. 5. Coordinate with peers to report/support resolution of product design, reliability, maintenance, defect concerns. 6. Maintain accurate service request, change request, product documentation. 7. Use/contribute to troubleshooting guides, configuration documentation, Knowledge Base articles. 8. Partner with internal teams/stakeholders to address customer situations and technical issues. 9. Build knowledge of assigned Oracle product ecosystems and customer environments. 10. Use automation and AI-assisted tools to investigate common issues, identify root causes, improve efficiency. 11. Identify opportunities to improve change request workflows, support processes, documentation, best practices. 12. Monitor assigned service performance metrics; complete work within timelines. 13. Follow procedures to prioritize tasks, troubleshoot common issues, escalate concerns. 14. Collaborate with team members to support customer/business needs. 15. Continue developing configuration, product, technical support knowledge via training, feedback, hands-on. 16. Provide oral/written translation support for technical/non-technical inquiries as needed. 17. Investigate/resolve client issues by analyzing front-end apps, gathering details, shadowing users, testing workflows. 18. Perform back-end troubleshooting: capture logs, query DB tables, update fields, cycle servers. 19. Respond to customer inquiries (technical/non-technical) via phone, email, messaging platforms. 20. Collaborate cross-functionally to escalate/resolve complex/critical issues. 21. Document all troubleshooting steps, resolutions, knowledge articles throughout issue lifecycle. 22. Prioritize workload to meet service level expectations/client needs. 23. Provide guidance/support to internal stakeholders on escalated customer situations. 24. Contribute to collaborative team environment by sharing knowledge, supporting peers. 25. Participate in after-hours, weekend, holiday on-call rotations for critical issue support. Some duplicates: #1 similar to #19? #1 is primary contact via phone/electronic; #19 is respond to inquiries via phone, email, messaging. Slightly different but we can keep both. #2 similar to #17? #2 is gather requirements, document, configure, test, validate change requests; #17 is investigate/resolve client issues via front-end analysis, shadowing, testing workflows. Different. We'll keep all. Now Requirements / Qualifications: Required: - U.S. citizenship required due to client contracts. - Position must be performed on U.S. soil. - Ability to obtain appropriate government security clearance. - 3+ years 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 (Kansas City, MO; Nashville, TN; Orlando, FL). Also maybe "Ability to obtain required government security clearance" duplicate. We'll list as bullet list under Requirements. Qualifications maybe same as Requirements? But we can treat Qualifications as the same list; but we need separate sections only if distinct content. The posting has a "Qualifications" heading with bullet list similar to above, then "Preferred Skills". So we can put Required Qualifications under "Qualifications" and Preferred Skills under "Skills". However the instruction says use headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need both Requirements and Qualifications sections. We'll differentiate: Requirements = mandatory (citizenship, clearance, onsite, etc). Qualifications = education/experience etc. But there is overlap. We'll split: Requirements: citizenship, clearance, onsite, U.S. soil. Qualifications: 3+ years experience, Bachelor's degree, experience with troubleshooting/help desk/ticketing. Skills: Preferred skills list. Now Benefits: as extracted. Pay: hiring range. Schedule: Onsite 3 days/week. Now we need to output HTML fragment only, with

headings and

• for lists,

  for prose. We must not include any markdown code fences. Let's craft. First, About the role: paragraph: "The Support Engineer I – Configuration provides post implementation and sustainment support for assigned Oracle Health