Support Engineer

Socket.dev; Kansas City (MO); On-site; USD 80,000 - 120,000; Full time

Job summary

Oracle Health is seeking a Support Engineer to provide functional and technical support for the EMR suite, acting as the primary contact for customers, delivering post-sales support, troubleshooting issues, and ensuring client satisfaction across healthcare clients.

You will collaborate across internal teams to resolve complex issues and maintain high service levels, with responsibilities spanning front-end and back-end troubleshooting, thorough documentation, and on-call rotations.

Qualifications

• 3+ years in customer or technical support within IT or healthcare.
• Bachelor’s degree or equivalent experience.
• Experience with troubleshooting and ticketing systems.
• Ability to work onsite 3 days per week at hub location.
• Ability to obtain government security clearance.

Responsibilities

• Investigate and resolve client issues by analyzing front-end apps and workflows.
• Back-end troubleshooting: capture logs, query databases, update fields, cycle servers.
• Respond to customer inquiries by phone, email, and messaging.
• Collaborate to escalate and resolve complex issues.
• Document troubleshooting steps and create knowledge articles.
• Prioritize workload to meet SLAs.
• Provide guidance to internal stakeholders on escalated situations.
• Share knowledge and support peers in a collaborative team.
• Participate in after-hours/on-call rotations for critical issues.

Skills

Customer support

Troubleshooting

IT help desk

SQL querying

Healthcare systems

Backend troubleshooting

Technical certifications

Security clearance

Education

Bachelor's degree in IT/CS or related field

Job description

Support Engineer – Oracle Health

Locations:

Kansas City, MO | Nashville, TN | Orlando, FL (Onsite – 3 days/week)

U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the appropriate government security clearance is required.

Overview

As a Support Engineer, you will provide functional and technical support for the Oracle Health Electronic Medical Record (EMR) suite. In this role, you will serve as a primary point of contact for customers, delivering post-sales support, troubleshooting issues, and ensuring a high level of client satisfaction.

You will act as both a problem solver and customer advocate, supporting healthcare clients while collaborating across internal teams to resolve complex issues.

Key Responsibilities

• Investigate and resolve client issues by analyzing front-end applications, gathering details, shadowing users, and testing workflows
• Perform back-end troubleshooting, including capturing logs, querying database tables, updating fields, and cycling servers
• Respond to customer inquiries (technical and non-technical) via phone, email, and messaging platforms
• Collaborate cross-functionally to escal and resolve complex or critical issues
• Document all troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecycle
• Prioritize workload effectively to meet service level expectations and client needs
• Provide guidance and support to internal stakeholders on escalated customer situations
• Contribute to a collaborative team environment by sharing knowledge and supporting peers
• Participate in after-hours, weekend, and holiday on-call rotations for critical issue support

Qualifications

• 3+ years of experience in customer support, technical support, IT services, or healthcare industry
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Experience with troubleshooting, help desk environments, or ticketing systems
• Ability to work onsite 3 days per week in one of the designated hub locations
• Ability to obtain required government security clearance

Preferred Skills

• Basic IT and networking knowledge
• Experience with SQL or querying databases
• Familiarity with CCL, HL7, or healthcare systems
• Exposure to backend troubleshooting or system maintenance
• Technical certifications (preferred)

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life‑saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [e-mail] or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.