Support Engineer - Configuration

Oracle•Kansas City, MO

39d•$44,300 - $93,700•Onsite

About The Position

The Support Engineer I – Configuration provides post-implementation and sustainment support for assigned Oracle Health products. The role partners with customers to understand and complete configuration change requests within the assigned domain, including design additions or modifications, testing, validation, and ongoing support. The position serves as a customer contact through phone and electronic channels, troubleshoots configuration and technical issues, documents work, and collaborates with internal teams to resolve customer concerns. It also uses automation and AI-assisted tools, monitors service performance, and develops knowledge of Oracle products and customer environments. The role is onsite three days per week in Kansas City, Missouri; Nashville, Tennessee; or Orlando, Florida. U.S. citizenship is required, as is the ability to obtain Public Trust clearance and/or other clearances required by clients. Participation in after-hours, weekend, and holiday on-call rotations is required for critical issue support.

Requirements

At least 3 years of experience in customer support, technical support, IT services, or the healthcare industry.
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Experience with troubleshooting, help desk environments, or ticketing systems.
Ability to work onsite 3 days per week in one of the designated hub locations: Kansas City, Missouri; Nashville, Tennessee; or Orlando, Florida.
U.S. citizenship and ability to obtain required government security clearance, including Public Trust and/or other client-required clearances.
Ability to participate in after-hours, weekend, and holiday on-call rotations for critical issue support.

Nice To Haves

Basic IT and networking knowledge.
Experience with SQL or querying databases.
Familiarity with CCL, HL7, or healthcare systems.
Exposure to backend troubleshooting or system maintenance.
Technical certifications.

Responsibilities

Serve as a primary customer contact through phone or electronic channels, including phone, email, and messaging platforms.
Gather requirements, document, configure, test, and validate approved customer change requests.
Support design additions or modifications and communicate progress and resolution throughout the request lifecycle.
Investigate and resolve client issues by analyzing front-end applications, gathering details, shadowing users, and testing workflows.
Perform back-end troubleshooting, including capturing logs, querying database tables, updating fields, and cycling servers.
Troubleshoot and resolve routine configuration and technical issues, escalating 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.
Maintain accurate service request, change request, product, and troubleshooting documentation; document troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecycle.
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, and provide guidance on escalated situations.
Build knowledge of assigned Oracle product ecosystems and customer environments.
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 and service-level expectations.
Prioritize tasks, troubleshoot common issues, follow established procedures, and escalate concerns as needed.
Collaborate with team members, share knowledge, support peers, and 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.
Participate in after-hours, weekend, and holiday on-call rotations for critical issue support.

Benefits

Medical, dental, and vision insurance, including expert medical opinion.
Short-term and long-term disability insurance.
Life insurance and accidental death and dismemberment insurance.
Supplemental life insurance for employees, spouses, and children.
Health care and dependent care Flexible Spending Accounts.
Pre-tax commuter and parking benefits.
401(k) Savings and Investment Plan with company match.
Flexible Vacation for eligible salaried, non-overtime-eligible employees; accrued vacation for other eligible employees.
11 paid holidays.
72 hours of paid sick leave upon hire, refreshed each calendar year, with unused hours carrying over up to a maximum of 112 hours.
Paid parental leave.
Adoption assistance.
Employee Stock Purchase Plan.
Financial planning and group legal benefits.
Voluntary auto, homeowner, and pet insurance.