Support Engineer 2

1-2 years of hands-on Oracle Health (Cerner) Registration experience is REQUIRED for this position. Candidates must have direct experience working with Oracle Health Registration workflows/functionality. General healthcare IT, technical support, or Oracle Health experience without Registration experience will not meet the minimum requirement.

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $20.19 to $56.83 per hour; from: $42,000 to $118,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle''s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC2

US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)

This role serves as a primary point of contact for customers requiring technical support for Oracle Health products, with a specific focus on Registration. The position troubleshoots and resolves customer issues, manages service requests, collaborates with internal technical teams, and contributes to documentation and process improvements.

The ideal candidate combines hands-on Oracle Health Registration knowledge with strong troubleshooting, customer service, and problem-solving skills.

Key Responsibilities

Customer & Technical Support

• Serve as a point of contact for customers through phone and electronic channels.
• Troubleshoot and resolve technical issues related to assigned Oracle Health products, particularly Registration.
• Research, recreate, test, and diagnose reported customer issues to determine appropriate resolutions.
• Follow customer issues through resolution and escalate more complex technical problems when necessary.
• Collaborate with internal teams to identify and resolve product design, reliability, maintenance, and defect-related issues.

Documentation & Knowledge Management

• Maintain accurate service request and product documentation.
• Utilize existing Knowledge Base articles and troubleshooting guides to resolve customer issues.
• Create and update Knowledge Base articles and troubleshooting documentation based on resolved cases.
• Identify recurring customer issues and opportunities to improve support resources.

Product & Technical Expertise

• Develop a strong understanding of Oracle Health Registration functionality, workflows, and customer environments.
• Consult with internal teams and stakeholders regarding customer situations and technical issues.
• Participate in training, workshops, and cross-functional initiatives.
• Leverage automation and AI-assisted tools to help identify root causes and improve troubleshooting efficiency.
• Recommend improvements to support processes, workflows, guidelines, and best practices.

Performance & Continuous Improvement

• Manage assigned support cases and performance metrics independently.
• Prioritize work appropriately and meet established timelines.
• Analyze information from multiple sources to troubleshoot both standard and non-standard issues.
• Continuously develop technical and product knowledge.
• Contribute ideas that improve support efficiency and reduce repetitive customer issues.

Additional Responsibilities

Depending on business needs, responsibilities may also include serving as a product or vertical subject matter resource, providing case consultation, reviewing complex support cases, conducting internal training, coordinating case transfers, maintaining product training content, and contributing to knowledge bases, chatbots, and user guides.

Required Experience

• 1-2+ years of direct Oracle Health (Cerner) Registration experience - REQUIRED
• Hands-on knowledge of Registration workflows and functionality
• Experience troubleshooting technical or workflow-related issues
• Strong customer service and communication skills
• Ability to research, diagnose, and resolve technical problems
• Ability to document issues and resolutions clearly and accurately

Please note: Oracle Health Registration experience is a firm requirement for this position. Candidates without direct Registration experience will not be considered.

US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)

This role serves as a primary point of contact for customers requiring technical support for Oracle Health products, with a specific focus on Registration. The position troubleshoots and resolves customer issues, manages service requests, collaborates with internal technical teams, and contributes to documentation and process improvements.

The ideal candidate combines hands-on Oracle Health Registration knowledge with strong troubleshooting, customer service, and problem-solving skills.

Key Responsibilities

Customer & Technical Support

• Serve as a point of contact for customers through phone and electronic channels.
• Troubleshoot and resolve technical issues related to assigned Oracle Health products, particularly Registration.
• Research, recreate, test, and diagnose reported customer issues to determine appropriate resolutions.
• Follow customer issues through resolution and escalate more complex technical problems when necessary.
• Collaborate with internal teams to identify and resolve product design, reliability, maintenance, and defect-related issues.

Documentation & Knowledge Management

• Maintain accurate service request and product documentation.
• Utilize existing Knowledge Base articles and troubleshooting guides to resolve customer issues.
• Create and update Knowledge Base articles and troubleshooting documentation based on resolved cases.
• Identify recurring customer issues and opportunities to improve support resources.

Product & Technical Expertise

• Develop a strong understanding of Oracle Health Registration functionality, workflows, and customer environments.
• Consult with internal teams and stakeholders regarding customer situations and technical issues.
• Participate in training, workshops, and cross-functional initiatives.
• Leverage automation and AI-assisted tools to help identify root causes and improve troubleshooting efficiency.
• Recommend improvements to support processes, workflows, guidelines, and best practices.

Performance & Continuous Improvement

• Manage assigned support cases and performance metrics independently.
• Prioritize work appropriately and meet established timelines.
• Analyze information from multiple sources to troubleshoot both standard and non-standard issues.
• Continuously develop technical and product knowledge.
• Contribute ideas that improve support efficiency and reduce repetitive customer issues.

Additional Responsibilities

Depending on business needs, responsibilities may also include serving as a product or vertical subject matter resource, providing case consultation, reviewing complex support cases, conducting internal training, coordinating case transfers, maintaining product training content, and contributing to knowledge bases, chatbots, and user guides.

Required Experience

• 1-2+ years of direct Oracle Health (Cerner) Registration experience - REQUIRED
• Hands-on knowledge of Registration workflows and functionality
• Experience troubleshooting technical or workflow-related issues
• Strong customer service and communication skills
• Ability to research, diagnose, and resolve technical problems
• Ability to document issues and resolutions clearly and accurately

Please note: Oracle Health Registration experience is a firm requirement for this position. Candidates without direct Registration experience will not be considered.