Support Engineer 1 serves as the first point of contact within the Oracle Health Support organization, providing technical assistance to customers in a fast-paced, call and ticket-based contact center environment. The role involves investigating, troubleshooting, and resolving customer-reported issues, fulfilling configuration requests, and coordinating escalations. Key responsibilities include reviewing logs and system data, querying databases and tables, testing application functionality, and performing server-related troubleshooting activities. Candidates must utilize strong communication, problem-solving, and customer service skills to document findings and create knowledge articles. The position requires adherence to HIPAA requirements and regulatory standards while supporting Oracle Health products and solutions. This role provides a foundation for growth by developing expertise in specific support methodologies, processes, and complex customer workflows within the healthcare technology domain.
Investigate, troubleshoot, and resolve customer-reported issues and service requests via phone, ticket, and electronic channels.
Document all investigations, findings, resolutions, and customer interactions accurately and thoroughly.
Perform real-time technical troubleshooting while coordinating follow-up for complex cases.
Triage, prioritize, and escalate issues to ensure timely resolution and customer satisfaction.
Use tools such as log reviews, database queries, and workflow testing to resolve technical problems.
Create knowledge articles and contribute to process enhancements for continuous improvement.
Adhere to HIPAA requirements and other applicable regulatory standards while supporting Oracle Health products.
What we're looking for
Must be a U.S. citizen due to customer contract requirements.
Must be eligible to obtain and maintain any required government security clearance.
Minimum of two years of experience supporting software products.
Equivalent experience in customer service, technical support, or healthcare-related roles may be considered.
Associate’s degree, bachelor’s degree, or technical degree (preferred).
An additional two years of professional experience in customer service, technical support, or healthcare may be considered in lieu of a degree (preferred).