{"id":2780695,"url":"https://alion.io/job/oracle-manager-support-engineering-night-shift","title":"Manager, Support Engineering (Night Shift)","company":{"id":53,"name":"Oracle","domain":"oracle.com","url":"https://alion.io/company/oracle","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":88,"open_postings":254,"ghost_share":0,"stale_share":0.681,"repost_share":0.004,"time_to_fill_p50_days":6,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kansas City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":79200,"max":166100,"currency":"USD","period":"year","gross":null,"usd_annual":166100},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"HIPAA","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-08-19T17:06:46Z","employer_posted_date":"2026-08-19","last_verified_at":"2026-10-17T23:22:18Z","board_verified":true,"closed_at":null,"days_open":59,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":59},"description":"U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the appropriate government security clearance is required.\nThis role follows a hybrid schedule and may require in-office attendance based on business and operational needs.\nPreferably based in the following location:\nKansas City, MO\nOverview\nAs a Manager within Oracle Health Support, you will lead a team of support professionals responsible for providing technical and application support to Oracle Health clients. In this role, you will provide day-to-day leadership, coaching, and operational oversight to ensure the team delivers timely, high-quality support and a positive client experience.\nYou will oversee the management and resolution of client support requests across phone, ticketing, and other electronic support channels, providing guidance on complex or escalated technical and application-related issues. You will partner with team members and cross-functional stakeholders to prioritize work, remove barriers to resolution, manage client escalations, and ensure appropriate communication throughout the support lifecycle.\nYou will be responsible for developing and supporting team members through regular coaching, feedback, performance management, and career development while fostering a collaborative, accountable, and customer-focused team environment. You will monitor team performance, workload, service levels, and support trends to identify opportunities to improve operational effectiveness, support processes, and the overall client experience.\nSuccess in this role requires strong people leadership, communication, problem-solving, and decision-making skills, along with the ability to operate effectively in a fast-paced support environment. Knowledge of Oracle Health applications, clinical and operational workflows, and support methodologies will enable you to guide your team, manage complex client situations, and drive consistent delivery of high-quality support.\n In this role, you will:\nLead and manage a team of support professionals responsible for resolving client incidents, service requests, and technical and application-related issues.\nProvide day-to-day leadership, coaching, and direction to ensure consistent delivery of high-quality customer support across phone, ticketing, and other electronic communication channels.\nOversee the investigation, troubleshooting, documentation, and resolution of client issues, ensuring appropriate prioritization and timely resolution.\nManage complex and escalated client issues, providing guidance to team members and coordinating with internal teams and customer stakeholders as needed.\nMonitor team workload, support queues, service levels, and operational priorities to ensure effective resource allocation and achievement of support objectives.\nGuide team members in troubleshooting front-end application issues, including workflow analysis, application functionality validation, and the effective use of troubleshooting tools and knowledge resources.\nProvide oversight and guidance for back-end troubleshooting activities, ensuring technical actions are performed appropriately and in accordance with established processes and access requirements.\nEnsure support requests and client interactions are accurately and thoroughly documented throughout the support lifecycle.\nIdentify trends, recurring issues, and opportunities to improve support processes, operational efficiency, and the overall client experience.\nPartner with internal technical, engineering, product, and operational teams to drive resolution of complex issues and improve support outcomes.\nEstablish clear expectations and hold team members accountable for performance, quality, responsiveness, and customer service.\nCoach and develop team members through regular feedback, performance discussions, career development, and ongoing learning opportunities.\nFoster a collaborative, inclusive, and customer-focused team environment that encourages knowledge sharing, problem-solving, and continuous improvement.\nCommunicate team performance, operational risks, client concerns, and emerging support trends to leadership and relevant stakeholders.\nEnsure team compliance with HIPAA, PECA, CHIA, Oracle Health policies, customer security requirements, and applicable support procedures.\nQualifications\nMinimum Qualifications\nBachelor’s degree in Business Administration, Healthcare Administration, Health Information Technology, or a related field.\n6+ years of professional experience in technical support, customer service, healthcare technology, support engineering, or a related field. \n3+ years of people leadership, supervisory, or team lead experience in technical support, customer support, or service environment. \nExperience leading teams in a call center, service desk, or other high-volume technical support environment. \nDemonstrated ability to manage escalations, prioritize competing demands, and drive complex issues through resolution. \nStrong understanding of technical troubleshooting and the ability to guide team members through application and technical support issues. \nExperience coaching and developing team members, providing performance feedback, and driving accountability for individual and team results. \nStrong customer service, communication, leadership, problem-solving, and decision-making skills. \nAbility to collaborate effectively with customers, technical teams, cross-functional partners, and senior stakeholders. \nAbility to analyze support trends and performance metrics to identify opportunities for operational and customer experience improvements.\nSchedule Expectations\nCandidates must be available to support one of the following Central Time (CT) schedules:\n5-5-4 Schedule Options\nNight Shift\n7:00 PM - 7:00 AM CT\nDisclaimer: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.\nRange and benefit information provided in this posting are specific to the stated locations only\nUS: Hiring Range in USD from: $79,200 to $166,100 per annum. May be eligible for bonus and equity.\nOracle 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.\nCandidates are typically placed into the range based on the preceding factors as well as internal peer equity.\nOracle US offers a comprehensive benefits package which includes the following:\n1. Medical, dental, and vision insurance, including expert medical opinion\n2. Short term disability and long term disability\n3. Life insurance and AD&D\n4. Supplemental life insurance (Employee/Spouse/Child)\n5. Health care and dependent care Flexible Spending Accounts\n6. Pre-tax commuter and parking benefits\n7. 401(k) Savings and Investment Plan with company match\n8. 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.\n9. 11 paid holidays\n10. 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.\n11. Paid parental leave\n12. Adoption assistance\n13. Employee Stock Purchase Plan\n14. Financial planning and group legal\n15. Voluntary benefits including auto, homeowner and pet insurance\nThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.\nCareer Level - M2","description_format":"text","description_chars":8124,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marine & Ocean Engineering","CRM Software","ERP & Business Management Software","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-17T12:46:50Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1,038 · green card filings: 729","filings_12m":1038,"filings_prev_12m":1197,"green_card_filings_12m":729,"median_offered_wage_usd":143374,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.192,"p_room":0.28,"age_days":59,"expected_fill_days":6,"reasons":["conf:0","win:tail","crowd:brand"],"computed_at":"2026-10-17T23:38:24Z"},"pay":{"stated_usd_annual":166100,"is_top_pay":true},"html_url":"https://alion.io/job/oracle-manager-support-engineering-night-shift","json_url":"https://alion.io/job/oracle-manager-support-engineering-night-shift.json","meta":{"generated_at":"2026-10-17T23:38:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1968,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":53},"rest":"https://alion.io/mcp/rest/get_company?id=53"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foracle-manager-support-engineering-night-shift"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foracle-manager-support-engineering-night-shift"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foracle-manager-support-engineering-night-shift"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/oracle-manager-support-engineering-night-shift\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foracle-manager-support-engineering-night-shift"}]}