Support Engineer

Support Engineer – Oracle HealthLocations: Kansas City, MO | Nashville, TN | Orlando, FL (Onsite – 3 days/week)US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)As a Support Engineer, you will provide functional and technical support for the Oracle Health Electronic Medical Record (EMR) suite. In this role, you will serve as a primary point of contact for customers, delivering post-sales support, troubleshooting issues, and ensuring a high level of client satisfaction.
You will act as both a problem solver and customer advocate, supporting healthcare clients while collaborating across internal teams to resolve complex issues.

Key Responsibilities
Investigate and resolve client issues by analyzing front-end applications, gathering details, shadowing users, and testing workflowsPerform back-end troubleshooting, including capturing logs, querying database tables, updating fields, and cycling serversRespond to customer inquiries (technical and non-technical) via phone, email, and messaging platformsCollaborate cross-functionally to escalate and resolve complex or critical issuesDocument all troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecyclePrioritize workload effectively to meet service level expectations and client needsProvide guidance and support to internal stakeholders on escalated customer situationsContribute to a collaborative team environment by sharing knowledge and supporting peersParticipate in after-hours, weekend, and holiday on-call rotations for critical issue supportQualifications3+ years of experience in customer support, technical support, IT services, or healthcare industryBachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)Experience with troubleshooting, help desk environments, or ticketing systemsAbility to work onsite 3 days per week in one of the designated hub locationsAbility to obtain required government security clearancePreferred SkillsBasic IT and networking knowledgeExperience with SQL or querying databasesFamiliarity with CCL, HL7, or healthcare systemsExposure to backend troubleshooting or system maintenanceTechnical certifications (preferred)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 based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. 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. 9. 11 paid holidays 10. 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. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. Voluntary benefits including auto, homeowner and pet insuranceOracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.