Health Support Engineering Manager (Hybrid)

Archer; Kansas City (MO); Hybrid; USD 79,000 - 166,000; Full time

Job summary

Archer, in collaboration with Oracle, seeks a Manager in the Oracle Health Support team to lead a group delivering technical and application support for Oracle Health solutions. You will oversee daily operations, coach staff, manage escalations, and drive timely resolutions while ensuring a superior client experience. The role requires U.S.

citizenship, work on U.S. soil, and the ability to obtain government security clearance.

Qualifications

• Bachelor’s degree required or equivalent experience.
• 6+ years in technical support, customer service, healthcare tech, or related field.
• 3+ years in people leadership in a technical support or service environment.
• Experience leading teams in call centers or high-volume support environments.
• Proven ability to manage escalations and drive complex issues to resolution.
• Strong customer service, communication, leadership, and decision-making skills.
• Ability to analyze support trends and drive improvements.

Responsibilities

• Lead and manage a team of support professionals resolving incidents and service requests.
• Provide day-to-day leadership, coaching, and direction for multi-channel support.
• Oversee investigation, troubleshooting, documentation, and resolution of client issues.
• Manage escalated issues and coordinate with internal teams and stakeholders.
• Monitor workload, queues, service levels, and priorities for resource allocation.
• Coach team members through feedback, performance reviews, and career development.
• Ensure HIPAA, PECA, CHIA compliance and documented support interactions.

Skills

Team leadership

Customer service

Technical troubleshooting

Communication

Problem-solving

Decision-making

Collaboration

HIPAA knowledge

Education

Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Technology, or related field

Job description

Archer, in collaboration with Oracle, seeks a Manager in the Oracle Health Support team to lead a group delivering technical and application support for Oracle Health solutions. You will oversee daily operations, coach staff, manage escalations, and drive timely resolutions while ensuring a superior client experience. The role requires U.S.

citizenship, work on U.S. soil, and the ability to obtain government security clearance.