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# Support Engineer - Incident

- **Company:** Oracle
- **Location:** Orlando, FL, United States
- **Experience:** Experienced
- **Salary:** $44,304 - $93,704
- **Contract:** Permanent contract
- **Skills:** Cerner, Artificial Intelligence, Databases, Issue Tracking Systems, Enterprise Messaging Systems, Oracle (Applications), Cloud Services, SQL Databases, Computer Network Technologies, Electronic Medical Records, Backend, Information Technology, Health Level Seven International, Cerner CCL
- **Published:** November 13, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9312831/support-engineer-incident

## About the Role

* 3+ years of experience in customer support, technical support, IT services, or healthcare industry
 * Bachelor's degree in Information Technology, Computer Science, or 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
 * Ability to obtain required government security clearance

Preferred Skills

 * 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 (preferred)

## Description

As a Support Engineer, you will provide functional and technical support for the Oracle Health Electronic Medical Record (EMR) suite. In this role, you will serve as a primary point of contact for customers, delivering post-sales support, troubleshooting issues, and ensuring a high level of client satisfaction.

You will act as both a problem solver and customer advocate, supporting healthcare clients while collaborating across internal teams to resolve complex issues., * 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
 * Respond to customer inquiries (technical and non-technical) via phone, email, and messaging platforms
 * Collaborate cross-functionally to escalate and resolve complex or critical issues
 * Document all troubleshooting steps, resolutions, and knowledge articles throughout the issue lifecycle
 * Prioritize workload effectively to meet service level expectations and client needs
 * Provide guidance and support to internal stakeholders on escalated customer situations
 * Contribute to a collaborative team environment by sharing knowledge and supporting peers
 * Participate in after-hours, weekend, and holiday on-call rotations for critical issue support, 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.

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.