Support Engineer (Incident Support)

Quick Facts

• Onsite work: 3 days/week (Kansas City, MO; Nashville, TN; Orlando, FL)
• Focus: functional and technical support for Oracle Health EMR suite
• Clearance: ability to obtain required Public Trust/government security clearance

Description

You will serve as a primary point of contact for healthcare customers, providing post-sales support, troubleshooting, and ensuring client satisfaction. You will investigate and resolve incidents by analyzing front-end applications, performing back-end troubleshooting, collaborating across teams, and documenting resolutions. You will also handle customer inquiries across phone, email, and messaging platforms and join after-hours on-call rotations for critical issues.

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 technical and non-technical customer inquiries via phone, email, and messaging platforms
• Collaborate cross-functionally to escalate and resolve complex or critical issues
• Document troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecycle
• Prioritize workload to meet service level expectations
• Provide guidance to internal stakeholders on escalated customer situations
• Participate in after-hours, weekend, and holiday on-call rotations

Requirements

• 3+ years of experience in customer support, technical support, IT services, or healthcare
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Experience troubleshooting in help desk environments or with 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
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off (vacation, sick leave, and paid holidays)
• Paid parental leave and adoption assistance
• Employee Stock Purchase Plan
• Voluntary benefits (e.g., auto, homeowner, pet insurance)
• Financial planning and group legal