Support Engineering Manager - Hybrid, US Security Clearance

Oracle; Kansas City (MO); Hybrid; USD 79,000 - 166,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Job summary

Oracle Health Support is seeking a Manager to lead a team of support professionals delivering technical and application support to Oracle Health clients. You will provide day-to-day leadership, coaching, and operational oversight to ensure timely, high-quality service and a positive client experience.

You will oversee incident resolution across channels, guide escalations, coach staff, monitor performance and SLAs, ensure HIPAA and security requirements, and collaborate with product,

Qualifications

• Bachelor’s degree in a related field and 6+ years in technical support or healthcare tech.
• 3+ years in people leadership within high-volume technical support.
• Experience handling escalations and guiding resolutions across multiple channels.
• Strong troubleshooting grounding and ability to coach others.
• Excellent customer service, communication, and decision-making skills.

Responsibilities

• Lead and manage a team of support professionals delivering incidents, service requests, and technical/app issues.
• Provide day-to-day leadership, coaching, and direction for consistent high-quality customer support.
• Oversee investigation, troubleshooting, documentation, and timely resolution of client issues.
• Manage complex escalations and coordinate with internal teams and stakeholders.
• Monitor workload, queues, service levels, and prioritize resources to meet objectives.
• Guide team in troubleshooting front-end and back-end issues while adhering to processes and access requirements.
• Ensure accurate documentation of support interactions throughout the lifecycle.
• Identify trends and opportunities to improve support processes and client experience.
• Collaborate with technical, engineering, product, and operations teams to drive issue resolution.

Skills

People leadership

Communication

Problem-solving

Decision-making

Coaching

Team collaboration

Education

Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Technology, or related field

Job description

Oracle Health Support is seeking a Manager to lead a team of support professionals delivering technical and application support to Oracle Health clients. You will provide day-to-day leadership, coaching, and operational oversight to ensure timely, high-quality service and a positive client experience.

You will oversee incident resolution across channels, guide escalations, coach staff, monitor performance and SLAs, ensure HIPAA and security requirements, and collaborate with product,