Support Engineer - Configuration
Oracle · Kansas City
Support Engineer – Oracle Health
Locations: Kansas City, MO | Nashville, TN | Orlando, FL (Onsite – 3 days/week)
US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)
The Support Engineer I – Configuration provides post implementation and sustainment support for assigned Oracle Health products. This role partners with customers to understand and complete configuration change requests within their domain, including design additions or modifications, testing, validation, and ongoing support.
Key Responsibilities:
Customer Support and Configuration Delivery
• Serve as a primary customer contact through phone or electronic channels.
• Gather requirements, document, configure, test, and validate approved customer change requests.
• Provide support for design additions or modifications and communicate progress and resolution throughout the request lifecycle.
• Troubleshoot and resolve routine configuration and technical issues; escalate 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.
Documentation and Collaboration
• Maintain accurate service request, change request, and product documentation.
• 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.
• Build knowledge of assigned Oracle product ecosystems and customer environments.
Support Enhancement and Performance
• 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.
Core Responsibilities
• Follow established procedures to prioritize tasks, troubleshoot common issues, and escalate concerns as needed.
• Collaborate with team members to support customer and business needs.
• 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.
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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.
Serves as a primary point of contact for customers requiring configuration support following implementation and sustainment. Partners with customers to understand, document, and complete change requests within their Oracle product environment. Configures, tests, and validates requested design additions or modifications, providing clear communication and ongoing support throughout the change process. Troubleshoots and resolves routine configuration issues, escalating complex concerns to experienced peers as needed. Maintains service request and product documentation and contributes to knowledge articles, troubleshooting guides, and process improvements. Leverages automation and AI-assisted tools to identify root causes, improve efficiency, and enhance support workflows and customer outcomes.