Support Engineer

Archer; Nashville (TN); On-site; USD 70,000 - 90,000; Full time

Job summary

Archer collaborates with Oracle to support the Oracle Health EMR suite. The role focuses on post-sales support, troubleshooting, and ensuring high client satisfaction for healthcare clients.

You will be the primary contact for customers, collaborating across internal teams to resolve complex issues and maintain system performance. Onsite presence is required three days per week in hub locations.

Qualifications

• 4+ years of experience in customer support, technical support, or healthcare-related roles.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field (or equivalent experience).
• Experience with troubleshooting, help desk environments, or ticketing systems.

Responsibilities

• Investigate and resolve client issues by analyzing front-end applications and testing workflows.
• Back-end troubleshooting including logs, database queries, and server cycling.
• Respond to customer inquiries via phone, email, and messaging platforms.
• Collaborate cross-functionally to resolve complex or critical issues.
• Document troubleshooting steps and knowledge articles throughout the lifecycle of an issue.
• Prioritize workload to meet service levels and client needs.
• Provide guidance to internal stakeholders on escalated situations.
• Share knowledge and support peers in a collaborative team environment.
• Participate in after-hours, weekend, and holiday on-call rotations.

Skills

Customer service

Technical support

Troubleshooting

Onsite work

Security clearance

SQL basics

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Related field or equivalent experience

Tools

SQL

Job description

Archer is collaborating with Oracle to connect them with exceptional professionals for this role.

About The Team

This position sits within the Oracle Support organization, focused on delivering post-sales support and solutions to Oracle customers. You will play a critical role in maintaining system performance, resolving issues efficiently, and ensuring a seamless experience for healthcare clients.

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.

Responsibilities

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 elevate 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)

Qualifications

Minimum Job Qualifications

Education And/or Experience

4 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field.

Job Skills

Customer Service: Demonstrated ability to deliver high-quality customer service, resolving issues with professionalism.

Conflict Resolution: Demonstrated ability to identify, address, and resolve conflicts to maintain positive team dynamics.

Prioritization: Demonstrated expertise in prioritizing tasks and projects to ensure efficient resource allocation.

Compliance: Demonstrated knowledge of and adherence to regulatory, legal, and organizational compliance requirements.

Stress Tolerance: Demonstrated ability to maintain effective performance in high-pressure, time-sensitive situations.

Preferred Job Qualifications

Education and/or Experience

5 years of experience in customer support, technical support, or related field.

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 1 year of experience in customer support, technical support, or related field

Oracle Diagnostic Methodology Certification

Oracle Diagnostic Methodology Certification within first 30 days of hire.