Support Engineer - Configuration

Oracle; Kansas City (MO); On-site; USD 65,000 - 85,000; Full time

Job summary

Oracle Health in Kansas City, MO; Nashville, TN; Orlando, FL (Onsite – 3 days/week) is seeking a Support Engineer I to provide post-implementation configuration and sustainment support for Oracle Health products.

The role partners with customers to understand and implement configuration changes, including design additions, testing, validation, and ongoing support. Collaboration with internal teams and knowledge bases is essential.

Qualifications

• Experience providing customer support and handling configuration change requests.
• Ability to document configurations, test changes, and validate outcomes.
• Familiarity with troubleshooting routine configuration and technical issues.

Responsibilities

• Serve as a primary customer contact via phone or electronic channels.
• Gather requirements, document, configure, test, and validate approved customer changes.
• Provide support for design additions or modifications and communicate progress throughout the lifecycle.
• Troubleshoot and resolve routine configuration and technical issues; escalate complex cases as needed.
• Coordinate with peers to report and support product design, reliability, maintenance, or defect concerns.
• Maintain accurate service request and change request documentation.
• Contribute to troubleshooting guides, configuration documentation, and Knowledge Base articles.
• Partner with internal teams to address customer situations and technical issues.

Skills

Customer communication

Requirements gathering

Configuration delivery

Testing and validation

Troubleshooting

Documentation

Cross-team collaboration

Knowledge base usage

Tools

Troubleshooting guides

Knowledge Base

Automation tools

AI-assisted tools

Job description

Support Engineer – Oracle Health

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

US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s

The Support Engineer I – Configuration provides post implementation and sustainment support for assigned Oracle Health products. This role partners with customers to understand and complete configuration change requests within their domain, including design additions or modifications, testing, validation, and ongoing support.

Key Responsibilities

Customer Support and Configuration Delivery

• Serve as a primary customer contact through phone or electronic channels.
• Gather requirements, document, configure, test, and validate approved customer change requests.
• Provide support for design additions or modifications and communicate progress and resolution throughout the request lifecycle.
• Troubleshoot and resolve routine configuration and technical issues; escalated complex issues to appropriate technical teams or experienced peers.
• Coordinate with peers to report and support resolution of product design, reliability, maintenance, or defect concerns.

Documentation and Collaboration

• Maintain accurate service request, change request, and product documentation.
• Use and contribute to troubleshooting guides, configuration documentation, and Knowledge Base articles.
• Partner with internal teams and stakeholders to address customer situations and technical issues.
• Build knowledge of assigned Oracle product ecosystems and customer environments.

Support Enhancement and Performance

• Use automation and AI assisted tools to investigate common issues, identify root causes, and improve efficiency.
• Identify opportunities to improve change request workflows, support processes, documentation, and best practices.
• Monitor assigned service performance metrics and complete work within established timelines.

Core Responsibilities

• Follow established procedures to prioritize tasks, troubleshoot common issues, and elevate concerns as needed.
• Collaborate with team members to support customer and business needs.
• Continue developing configuration, product, and technical support knowledge through training, feedback, and hands on experience.
• Provide oral and written translation support for technical and non technical inquiries, as needed.