Support Engineer 2 - Oracle Health Registration

Oracle is hiring a Support Engineer 2 to provide technical support for Oracle Health products, with a focus on Registration. The role resolves customer issues, manages service requests, collaborates with internal teams, and contributes to documentation and support process improvements.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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

Requirements:

• Applicants are required to read, write, and speak the following languages: English
• 1–2 years of hands-on Oracle Health (Cerner) Registration experience is REQUIRED for this position
• US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)
• 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