Support Engineer (Incident Support)

Quick Facts

• Role: Support Engineer (Incident Support)
• Work style: Onsite 3 days/week (Kansas City, MO | Nashville, TN | Orlando, FL)
• Clearance: Must be able to obtain required Public Trust/Government security clearance

Description

Support Engineer providing functional and technical post-sales support for the Oracle Health Electronic Medical Record (EMR) suite. You will be a primary point of contact for customers, troubleshooting issues, escalating complex problems, and documenting resolutions to ensure high client satisfaction.

Responsibilities

• Investigate and resolve client issues by analyzing front-end applications, gathering details, shadowing users, and testing workflows
• Perform back-end troubleshooting: capture logs, query database tables, update fields, and cycle servers
• Respond to customer inquiries (technical and non-technical) via phone, email, and messaging platforms
• Collaborate across teams to escalate and resolve complex/critical issues
• Document troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecycle
• Prioritize workload to meet service level expectations and client needs
• Provide guidance to internal stakeholders on escalated customer situations
• Participate in after-hours/weekend/holiday on-call rotations

Requirements

• 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 troubleshooting in 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

Benefits

• Medical, dental, and vision insurance
• Short-term and long-term disability
• Life insurance and AD&D
• Health care and dependent care flexible spending accounts
• 401(k) savings and investment plan with company match
• Paid time off and 11 paid holidays
• Paid sick leave
• Paid parental leave and adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits (e.g., auto, homeowner, pet insurance)