Support Engineer

Oracle

Nashville (TN)

On-site

USD 48,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision insurance,

Short term disability and long term

Life insurance and AD&D

401(k) Savings and Investment Plan

Job summary

Oracle is seeking a Support Engineer for its Health EMR suite. You will serve as the primary contact for customers, delivering post-sales support, troubleshooting, and ensuring high client satisfaction.

You will work across teams to resolve issues, analyze front-end and back-end problems, and provide timely guidance to customers and internal stakeholders. This role requires on-site presence and the ability to obtain government clearance.

Qualifications

3+ years of experience in customer support, technical support, IT services, or healthcare industry.
Experience with troubleshooting, help desk environments, or ticketing systems.
Ability to work onsite 3 days per week in one of the designated hub locations.

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 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.

Skills

Customer support

Technical support

IT services

Healthcare industry knowledge

Troubleshooting

SQL querying

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Ticketing systems

Job description

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 collaborate 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)

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 only

US: Hiring Range in USD: $48,000 to $65000 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 opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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 holidays
10. 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 leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance