Support Engineer

Oracle; Orlando (FL); On-site; USD 44,000 - 94,000; Full time

Benefits offered by this job

Healthcare insurance

401(k) plan

Paid time off

Job summary

Oracle in the United States is seeking a Support Engineer for Oracle Health to provide functional and technical support for the EMR suite. You will be the primary contact for customers, delivering post-sales support, troubleshooting issues, and ensuring high client satisfaction.

The role involves front-end and back-end troubleshooting, collaborating with internal teams, documenting steps, and participating in on-call rotations.

Qualifications

• 3+ years in customer or technical support, IT services, or healthcare.
• Bachelor’s degree in IT/CS or related field (or equivalent experience).
• Experience with troubleshooting, help desk, or ticketing systems.
• Ability to work onsite 3 days per week at a hub location.
• Ability to obtain required government security clearance.

Responsibilities

• Investigate and resolve client issues by analyzing front-end apps, 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 via phone, email, and messaging platforms.
• Collaborate cross-functionally to escape 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.

Skills

Customer support

Technical support

Healthcare IT

Onsite presence

Clearance eligibility

Education

Bachelor's degree in IT/CS/related field

Tools

SQL

HL7

CCL

Job description

Support Engineer – Oracle Health

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.

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 escape 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

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 from $21.20 - $45.05 per hour; from: $44,100 - $93,700 per year. 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:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• 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.
• 11 paid holidays
• 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.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC1

About Us

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.