Support Engineer 1

Description

As a Support Engineer I within the Oracle Health Support organization, you will serve as the first point of contact for customers seeking technical assistance. Leveraging strong communication, customer service, and problem-solving skills, you will provide technical support, investigate issues, fulfill configuration requests, resolve customer concerns, and coordinate escalations in a fast-paced, call and ticket-based environment.

In this role, you will develop both process and solution expertise, enabling you to effectively support Oracle Health customers while collaborating closely with teammates and cross-functional partners. You will also have the opportunity to expand your knowledge of Oracle Health products and solutions through hands-on experience and continuous learning. This position operates within a Contact Center environment and offers a strong foundation for growth within Oracle Health Support.
 

Career Level – IC1

Responsibilities

As a Support Engineer I, you will leverage customer service, technical troubleshooting, and application knowledge to assess, investigate, and resolve customer issues and requests through phone, ticketing, and other electronic communication channels. You will serve as a trusted resource for Oracle Health customers while delivering a high-quality support experience.

Key responsibilities include:

• Investigate, troubleshoot, and resolve customer-reported issues and service requests.
• Document investigations, findings, resolutions, and customer interactions accurately and thoroughly.
• Perform basic technical troubleshooting and analysis to resolve issues in real time, while coordinating follow-up activities for more complex issues.
• Triage, prioritize, and escalate issues appropriately to ensure timely resolution and customer satisfaction.
• Collaborate with internal teams and external customers to drive issue resolution and knowledge sharing.
• Utilize a variety of troubleshooting techniques and tools, including:
• Gathering and analyzing information
• Shadowing end users
• Reviewing logs and system data
• Testing workflows and application functionality
• Querying databases and tables
• Updating system or database fields as authorized
• Performing server-related troubleshooting activities
• Develop expertise in Oracle Health applications, support processes, and customer workflows.
• Contribute to continuous improvement efforts by identifying opportunities for process enhancements and knowledge article creation.
• Work effectively both independently and as part of a collaborative team in a fast-paced support environment.
• Adhere to HIPAA requirements, Oracle Health policies and procedures, customer requirements, and all applicable regulatory standards.

Training and Development

During onboarding and training, you will gain hands-on experience with Oracle Health's support methodologies, tools, and processes. Working alongside experienced team members, you will build the technical and professional skills needed to establish a successful and rewarding career within Oracle Health.

Qualifications

Preferred Education

• Associate's Degree, Bachelor's Degree, or Technical Degree preferred.
• In lieu of a degree, an additional two years of professional experience in customer service, technical support, and/or the healthcare industry may be considered.

Required Experience

• Minimum of two years of experience supporting software products.
• Equivalent experience with highly transferable technical, customer service, or healthcare-related skills may be considered.

Additional Requirements

• Must be a U.S. citizen due to customer contract requirements.
• Must be eligible to obtain and maintain any required government security clearance applicable to the position.

Expectations
Schedule Requirements

Candidates must be available to work one of the following Central Time shifts:

Monday–Friday, 6:00 AM – 3:00 PM

Monday–Friday, 7:00 AM – 4:00 PM

Monday–Friday, 8:00 AM – 5:00 PM

Monday–Friday, 9:00 AM – 6:00 PM

Work Location

This position follows a flex work model and requires employees to work onsite at least one day per week at one of the following Oracle Health locations:

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

Technical Requirements

Employees working remotely must maintain a reliable internet connection that meets the following minimum requirements:

Download speed of 20 Mbps or greater

Upload speed of 5 Mbps or greater

Acceptable packet loss results as measured by approved testing tools

Employees who cannot meet these requirements must be able to work from an Oracle Health office location.

Security and Compliance

Comply with all corporate and organizational security policies and procedures.

Understand and fulfill individual responsibilities related to safeguarding Oracle and customer information and assets.

Promptly report actual or suspected security incidents or policy violations.

Perform additional duties and responsibilities as assigned.

Qualifications

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 $21.30 to $45.05 per hour; from: $44,300 to $93,700 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 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 insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC1