Manager, Support Engineering

Oracle•Kansas City, MO

1d•$79,200 - $166,100•Hybrid

About The Position

As a Manager within Oracle Health Support, you will lead a team of support professionals responsible for providing technical and application support to Oracle Health clients. In this role, you will provide day-to-day leadership, coaching, and operational oversight to ensure the team delivers timely, high-quality support and a positive client experience. You will oversee the management and resolution of client support requests across phone, ticketing, and other electronic support channels, providing guidance on complex or escalated technical and application-related issues. You will partner with team members and cross-functional stakeholders to prioritize work, remove barriers to resolution, manage client escalations, and ensure appropriate communication throughout the support lifecycle. You will be responsible for developing and supporting team members through regular coaching, feedback, performance management, and career development while fostering a collaborative, accountable, and customer-focused team environment. You will monitor team performance, workload, service levels, and support trends to identify opportunities to improve operational effectiveness, support processes, and the overall client experience. Success in this role requires strong people leadership, communication, problem-solving, and decision-making skills, along with the ability to operate effectively in a fast-paced support environment. Knowledge of Oracle Health applications, clinical and operational workflows, and support methodologies will enable you to guide your team, manage complex client situations, and drive consistent delivery of high-quality support.

Requirements

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.
Strong people leadership, communication, problem-solving, and decision-making skills.
Ability to operate effectively in a fast-paced support environment.
Knowledge of Oracle Health applications, clinical and operational workflows, and support methodologies.

Responsibilities

Provide day-to-day leadership, coaching, and operational oversight to ensure the team delivers timely, high-quality support and a positive client experience.
Oversee the management and resolution of client support requests across phone, ticketing, and other electronic support channels, providing guidance on complex or escalated technical and application-related issues.
Partner with team members and cross-functional stakeholders to prioritize work, remove barriers to resolution, manage client escalations, and ensure appropriate communication throughout the support lifecycle.
Develop and support team members through regular coaching, feedback, performance management, and career development while fostering a collaborative, accountable, and customer-focused team environment.
Monitor team performance, workload, service levels, and support trends to identify opportunities to improve operational effectiveness, support processes, and the overall client experience.