Support Engineer

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.

Overview

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 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

Qualifications

• 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

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)

Minimum Job Qualifications

Education and/or Experience

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.

Preferred Job Qualifications

Education and/or Experience

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

Oracle Diagnostic Methodology Certification within first 30 days of hire.