Senior Support Engineer - Oracle Health

Oracle Corporation; United States; On-site; USD 80,000 - 120,000; Full time

Job summary

Oracle Health seeks an experienced Technical Support Engineer to troubleshoot Cerner Millennium applications and resolve complex issues for healthcare clients. You will investigate problems, reproduce root causes, and communicate updates clearly to customers.

The role requires collaboration with engineering and product teams, documenting findings and contributing to process improvements. A strong customer focus and clinical workflow understanding are essential.

Qualifications

• 3+ years of experience with Cerner Millennium applications.
• Experience in Pharmacy, Radiology, EDM, or CAMM domains.
• Strong problem-solving and customer service skills.
• Ability to investigate issues independently and collaborate across teams.

Responsibilities

• Provide technical support for Cerner Millennium applications, troubleshooting and resolving moderately complex issues.
• Investigate, reproduce, diagnose, and resolve issues affecting clinical workflows.
• Serve as primary point of contact for customer inquiries, providing timely updates.
• Escalate complex issues to engineering or specialized teams when necessary.
• Assist with upgrades, releases, and functionality changes.

Skills

Cerner Millennium

Technical troubleshooting

Customer-focused

Cross-functional collaboration

Documentation

Education

Bachelor's degree in IT/CS/healthcare informatics

Job description

Oracle Health is seeking an experienced Technical Support Engineer to join our team supporting Cerner Millennium solutions. In this role, you will be responsible for investigating, troubleshooting, and resolving complex technical issues while delivering exceptional support to healthcare clients.

The ideal candidate will have 3+ years of experience working with Cerner Millennium, preferably supporting Pharmacy, Radiology, EDM, or CAMM solutions. We are looking for a technically proficient, customer-focused problem solver who can independently investigate issues, collaborate across teams, and contribute to continuous improvements in support processes and customer experience.

Key Responsibilities

Technical Support & Troubleshooting

• Provide technical support for Oracle Health (Cerner Millennium) applications, troubleshooting and resolving moderately complex technical and functional issues.
• Investigate, reproduce, diagnose, and resolve application issues affecting healthcare clients and clinical workflows.
• Serve as a primary point of contact for customer inquiries, providing timely updates and driving issues through resolution.
• Analyze technical issues, identify root causes, and implement appropriate solutions or workarounds.
• Escalate complex technical issues to engineering, development, or other specialized teams when necessary.

Cerner Millennium Application Support

• Support and troubleshoot Cerner Millennium applications, with a focus on Pharmacy, Radiology, EDM, and/or CAMM solutions.
• Develop a strong understanding of application functionality, system configurations, integrations, and clinical workflows.
• Collaborate with internal teams to investigate application defects, system performance issues, and unexpected behaviors.
• Assist with application upgrades, new releases, functionality changes, and associated troubleshooting.

Customer Collaboration & Communication

• Build strong relationships with healthcare clients by providing responsive, professional, and effective technical support.
• Communicate technical findings and resolutions clearly to both technical and non-technical stakeholders.
• Collaborate with cross-functional teams, including engineering, product development, and other support organizations, to resolve customer issues.
• Provide guidance and training to customers regarding product functionality, updates, and best practices.

Documentation & Process Improvement

• Maintain accurate documentation of technical investigations, troubleshooting steps, and resolutions within service requests.
• Develop and maintain Knowledge Base articles, troubleshooting guides, and internal support documentation.
• Identify recurring issues and recommend improvements to support processes and workflows.
• Leverage automation, AI-assisted tools, and other technologies to improve troubleshooting efficiency and root cause analysis.
• Participate in knowledge-sharing sessions, technical training, and continuous improvement initiatives.