Support Engineer 2

Job Description

1–2 years of hands-on Oracle Health (Cerner) Registration experience is REQUIRED for this position.

Candidates must have direct experience working with

Oracle Health Registration workflows/functionality

. General healthcare IT, technical support, or Oracle Health experience without Registration experience will not meet the minimum requirement.

Responsibilities

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

This role serves as a primary point of contact for customers requiring technical support for Oracle Health products, with a specific focus on

Registration

. The position troubleshoots and resolves customer issues, manages service requests, collaborates with internal technical teams, and contributes to documentation and process improvements.

The ideal candidate combines hands-on Oracle Health Registration knowledge with strong troubleshooting, customer service, and problem-solving skills.

Key Responsibilities

Customer & Technical Support

Serve as a point of contact for customers through phone and electronic channels.

Troubleshoot and resolve technical issues related to assigned Oracle Health products, particularly

Registration

.

Research, recreate, test, and diagnose reported customer issues to determine appropriate resolutions.

Follow customer issues through resolution and escalate more complex technical problems when necessary.

Collaborate with internal teams to identify and resolve product design, reliability, maintenance, and defect-related issues.

Documentation & Knowledge Management

Maintain accurate service request and product documentation.

Utilize existing Knowledge Base articles and troubleshooting guides to resolve customer issues.

Create and update Knowledge Base articles and troubleshooting documentation based on resolved cases.

Identify recurring customer issues and opportunities to improve support resources.

Product & Technical Expertise

Develop a strong understanding of Oracle Health Registration functionality, workflows, and customer environments.

Consult with internal teams and stakeholders regarding customer situations and technical issues.

Participate in training, workshops, and cross-functional initiatives.

Leverage automation and AI-assisted tools to help identify root causes and improve troubleshooting efficiency.

Recommend improvements to support processes, workflows, guidelines, and best practices.

Performance & Continuous Improvement

Manage assigned support cases and performance metrics independently.

Prioritize work appropriately and meet established timelines.

Analyze information from multiple sources to troubleshoot both standard and non-standard issues.

Continuously develop technical and product knowledge.

Contribute ideas that improve support efficiency and reduce repetitive customer issues.

Additional Responsibilities

Depending on business needs, responsibilities may also include serving as a product or vertical subject matter resource, providing case consultation, reviewing complex support cases, conducting internal training, coordinating case transfers, maintaining product training content, and contributing to knowledge bases, chatbots, and user guides.

Required Experience

1–2+ years of direct Oracle Health (Cerner) Registration experience — REQUIRED

Hands-on knowledge of

Registration workflows and functionality

Experience troubleshooting technical or workflow-related issues

Strong customer service and communication skills

Ability to research, diagnose, and resolve technical problems

Ability to document issues and resolutions clearly and accurately

Please note: Oracle Health Registration experience is a firm requirement for this position. Candidates without direct Registration experience will not be considered.

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 $20.19 to $56.83 per hour; from: $42,000 to $118,200 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