Senior Support Engineer - Oracle Health

Oracle Health is seeking an experienced Technical Support Engineer to join our team supporting Cerner Millennium solutions. In this role, you will be responsible for investigating, troubleshooting, and resolving complex technical issues while delivering exceptional support to healthcare clients.

The ideal candidate will have 3+ years of experience working with Cerner Millennium, preferably supporting Pharmacy, Radiology, EDM, or CAMM solutions. We are looking for a technically proficient, customer-focused problem solver who can independently investigate issues, collaborate across teams, and contribute to continuous improvements in support processes and customer experience.
Key Responsibilities

Technical Support & Troubleshooting

- Provide technical support for Oracle Health (Cerner Millennium) applications, troubleshooting and resolving moderately complex technical and functional issues.

- Investigate, reproduce, diagnose, and resolve application issues affecting healthcare clients and clinical workflows.

- Serve as a primary point of contact for customer inquiries, providing timely updates and driving issues through resolution.

- Analyze technical issues, identify root causes, and implement appropriate solutions or workarounds.

- Escalate complex technical issues to engineering, development, or other specialized teams when necessary.

Cerner Millennium Application Support

- Support and troubleshoot Cerner Millennium applications, with a focus on Pharmacy, Radiology, EDM, and/or CAMM solutions.

- Develop a strong understanding of application functionality, system configurations, integrations, and clinical workflows.

- Collaborate with internal teams to investigate application defects, system performance issues, and unexpected behaviors.

- Assist with application upgrades, new releases, functionality changes, and associated troubleshooting.

Customer Collaboration & Communication

- Build strong relationships with healthcare clients by providing responsive, professional, and effective technical support.

- Communicate technical findings and resolutions clearly to both technical and non-technical stakeholders.

- Collaborate with cross-functional teams, including engineering, product development, and other support organizations, to resolve customer issues.

- Provide guidance and training to customers regarding product functionality, updates, and best practices.

Documentation & Process Improvement

- Maintain accurate documentation of technical investigations, troubleshooting steps, and resolutions within service requests.

- Develop and maintain Knowledge Base articles, troubleshooting guides, and internal support documentation.

- Identify recurring issues and recommend improvements to support processes and workflows.

- Leverage automation, AI-assisted tools, and other technologies to improve troubleshooting efficiency and root cause analysis.

- Participate in knowledge-sharing sessions, technical training, and continuous improvement initiatives.

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: $52,200 to $132,400 per annum. May be eligible for bonus and 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.
As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.