Support Engineer - Configuration

We need to output HTML fragment with sections: headings

for each section present: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must only include sections that have real specific content. We need to parse the job description. First, the job title is "Support Engineer – Oracle Health". Not to repeat as heading. We need sections: - About the role: likely the paragraph after title: "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." Also maybe location and onsite info? The location line: "Locations: Kansas City, MO | Nashville, TN | Orlando, FL (Onsite – 3 days/week)". Also 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. Those could be part of About the role or maybe Requirements. But we can put them in About the role. - Responsibilities: There's a "Key Responsibilities:" section with sub-bullets: Customer Support and Configuration Delivery, Documentation and Collaboration, Support Enhancement and Performance, Core Responsibilities. Then later there is another "Responsibilities" heading with bullet list. We need to combine all responsibilities into a list under Responsibilities section. Should not duplicate headings. Use

• for list items. - Requirements: Likely the "Qualifications" section includes required qualifications: 3+ years experience, Bachelor's degree, ability to work onsite 3 days/week, ability to obtain required government security clearance. Also maybe U.S. citizenship required. That could be Requirements. - 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 "Experience with troubleshooting, help desk environments, or ticketing systems" is a qualification? It appears under Qualifications bullet list: "Experience with troubleshooting, help desk environments, or ticketing systems". That could be a qualification or skill. We'll treat as Qualification. - Benefits: The benefits paragraph after "Oracle US offers a comprehensive benefits package which includes the following:" then list items. That's Benefits. - Pay: The "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." That's Pay. - Schedule: The location line includes "(Onsite – 3 days/week)". Also maybe schedule info: "Ability to work onsite 3 days per week in one of the designated hub locations". That's schedule. We must not include sections with filler like "commensurate with experience". Not present. We must not include boilerplate like EEO, legal, etc. Remove those. We must not include duplicated lines. We need to preserve all substantive information. Let's extract content. First, location and citizenship etc. From top: "Job Description Support Engineer – Oracle Health Locations: Kansas City, MO | Nashville, TN | Orlando, FL (Onsite – 3 days/week) 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." We'll put location and citizenship etc in About the role maybe. Then paragraph: "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." That's about role. Now Responsibilities: We have "Key Responsibilities:" then subheadings: Customer Support and Configuration Delivery, Documentation and Collaboration, Support Enhancement and Performance, Core Responsibilities. Under each there are bullet-like sentences. Let's extract each bullet: Under 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. Under 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. Under 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. Under 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 there is another "Responsibilities" heading with bullet list: "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" We need to combine these into a single responsibilities list, ensuring no duplication. Some items may overlap with earlier list (e.g., "Investigate and resolve client issues..." similar to troubleshooting). We'll keep all distinct items. Let's list all distinct responsibility items: 1. Serve as a primary customer contact through phone or electronic channels. 2. Gather requirements, document, configure, test, and validate approved customer change requests. 3. Provide support for design additions or modifications and communicate progress and resolution throughout the request lifecycle. 4. Troubleshoot and resolve routine configuration and technical issues; escalate complex issues to appropriate technical teams or experienced peers. 5. Coordinate with peers to report and support resolution of product design, reliability, maintenance, or defect concerns. 6. Maintain accurate service request, change request, and product documentation. 7. Use and contribute to troubleshooting guides, configuration documentation, and Knowledge Base articles. 8. Partner with internal teams and 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, and improve efficiency. 11. Identify opportunities to improve change request workflows, support processes, documentation, and best practices. 12. Monitor assigned service performance metrics and complete work within established timelines. 13. Follow established procedures to prioritize tasks, troubleshoot common issues, and escalate concerns as needed. 14. Collaborate with team members to support customer and business needs. 15. Continue developing configuration, product, and technical support knowledge through training, feedback, and hands on experience. 16. Provide oral and written translation support for technical and non technical inquiries, as needed. 17. Investigate and resolve client issues by analyzing front-end applications, gathering details, shadowing users, and testing workflows. 18. Perform back-end troubleshooting, including capturing logs, querying database tables, updating fields, and cycling servers. 19. Respond to customer inquiries (technical and non-technical) via phone, email, and messaging platforms. 20. Collaborate cross-functionally to escalate and resolve complex or critical issues. 21. Document all troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecycle. 22. Prioritize workload effectively to meet service level expectations and client needs. 23. Provide guidance and support to internal stakeholders on escalated customer situations. 24. Contribute to a collaborative team environment by sharing knowledge and supporting peers. 25. Participate in after-hours, weekend, and holiday on-call rotations for critical issue support. Check for duplicates: #1 Serve as primary contact similar to #19 Respond to customer inquiries via phone, email, messaging platforms. Slightly different but both about contact. We'll keep both. Now Requirements (Qualifications required): From "Qualifications" bullet list: - 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 Also earlier: 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. That's similar to security clearance. We'll include U.S. citizenship requirement as a requirement. Thus Requirements list: - U.S. citizenship required due to client contracts; position must be performed on U.S. soil. - 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 Now 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) Now Benefits: list from paragraph. We need to extract each benefit item. Paragraph: "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" We need to turn into list items. Some are sentences; we can break into logical items. Let's create list: - Medical, dental, and vision insurance, including expert medical opinion - Short term disability and long term disability -