As a Support Engineer 1 within the Oracle Health Support organization, you will serve as the primary point of contact for customers seeking technical assistance. Working in a fast-paced, call and ticket-based environment, you will investigate, troubleshoot, and resolve customer-reported issues while fulfilling configuration requests and coordinating escalations. Your daily responsibilities include documenting findings, performing real-time troubleshooting, reviewing logs and system data, testing workflows, and querying databases or tables to ensure high-quality service. You will utilize core competencies in communication, problem-solving, and technical investigation to support Oracle Health products and solutions while adhering to HIPAA requirements and regulatory standards. This role focuses on solving complex technical challenges within the healthcare domain by providing expert guidance and creating knowledge articles to improve internal processes and customer experience through consistent collaboration with cross-functional partners.
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).