Support Engineer - Oracle Health (Artificial Intelligence, Client Relationship Management)

About the team

As a Support Engineer I, your role involves investigating and resolving front-end and back-end application issues through troubleshooting, log analysis, database updates, workflow testing, and server maintenance. The role also requires effective client communication, cross-functional collaboration, detailed documentation, and prioritization of incidents based on severity to ensure timely resolutions and business continuity.

Description

Preferably based in one of the following locations:

• Orlando, FL
• Kansas City, MO
• Nashville, TN

Description

As a Support Engineer I, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques are also used, including capturing log files, querying tables, updating database fields, and cycling servers.

The role requires effective verbal and written communication with clients and internal collaborators, along with documentation of notes, activities, resolutions, and knowledge articles throughout the investigation lifecycle. By prioritizing work based on severity, you will balance client and business needs. Collaborating across teams ensures issues are addressed by the appropriate individuals.

We encourage candidates from all backgrounds to apply.

On-call coverage during and outside business hours may be required as needed.

Responsibilities

Basic Qualifications

• Minimum of five years of experience and a bachelor’s degree
• Academic qualification in Computer Science, Engineering, Information Systems, Software Engineering, or a related field

Preferred Qualifications

• 0–2+ years of experience in application support, client/customer support, incident management, problem management, and change management
• Knowledge of SQL
• Outstanding interpersonal abilities and effective communication skills with collaborators across various global regions
• Ability to work different shifts and provide on-call support outside standard business hours as needed
• Work with Development, Engineering, and Project teams to resolve escalated issues
• Hybrid work requirement

We encourage candidates from all backgrounds to apply.

Skills

• Incident Management
• SQL (Structured Query Language)
• Troubleshooting

Qualifications

4 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field.

Job Skills:

Customer Service: Demonstrated ability to deliver high-quality customer service, resolving issues with professionalism.

Conflict Resolution: Demonstrated ability to identify, address, and resolve conflicts to maintain positive team dynamics.

Prioritization: Demonstrated expertise in prioritizing tasks and projects to ensure efficient resource allocation.

Compliance: Demonstrated knowledge of and adherence to regulatory, legal, and organizational compliance requirements.

Stress Tolerance: Demonstrated ability to maintain effective performance in high-pressure, time-sensitive situations.

5 years of experience in customer support, technical support, or related field.

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 1 year of experience in customer support, technical support, or related field

Oracle Diagnostic Methodology Certification within first 30 days of hire.