Work Location This position follows a flexible 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 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 Job 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 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 provides a strong foundation for growth within Oracle Health Support. 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 for long-term success within Oracle Health. ResponsibilitiesAs a Support Engineer I, you will use customer service, technical troubleshooting, and application knowledge to assess, investigate, and resolve customer issues and service 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:Investigate, troubleshoot, and resolve customer-reported issues and service requestsDocument investigations, findings, resolutions, and customer interactions accurately and thoroughlyPerform basic technical troubleshooting and real-time issue resolution, while coordinating follow-up for more complex casesTriage, prioritize, and escalate issues appropriately to ensure timely resolution and customer satisfactionCollaborate with internal teams and external customers to support issue resolution and knowledge sharingUse a variety of troubleshooting techniques and tools, including:Gathering and analyzing informationShadowing end usersReviewing logs and system dataTesting workflows and application functionalityQuerying databases and tablesUpdating system or database fields as authorizedPerforming server-related troubleshooting activitiesDevelop expertise in Oracle Health applications, support processes, and customer workflowsContribute to continuous improvement through process enhancements and knowledge article creationWork effectively both independently and in a team environment in a fast-paced support settingAdhere to HIPAA requirements, Oracle Health policies, customer requirements, and applicable regulatory standards QualificationsPreferred EducationAssociate’s degree, bachelor’s degree, or technical degree preferredIn lieu of a degree, an additional two years of professional experience in customer service, technical support, or healthcare may be considered Required ExperienceMinimum of two years of experience supporting software productsEquivalent experience in customer service, technical support, or healthcare-related roles may be considered Additional RequirementsMust be a U.S. citizen due to customer contract requirementsMust be eligible to obtain and maintain any required government security clearance 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 onlyUS: Hiring Range in USD from $20.58 to $40.24 per hour; from: $42,800 to $83,700 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 opinion2. Short term disability and long term disability3. Life insurance and AD&D4. Supplemental life insurance (Employee/Spouse/Child)5. Health care and dependent care Flexible Spending Accounts6. Pre-tax commuter and parking benefits7. 401(k) Savings and Investment Plan with company match8. 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 holidays10. 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 leave12. Adoption assistance13. Employee Stock Purchase Plan14. Financial planning and group legal15. Voluntary benefits including auto, homeowner and pet insuranceThe 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