Senior Support Engineer - Pathnet

This role serves as a primary technical support resource for customers using Oracle Health PathNet. The successful candidate will bring hands-on PathNet product knowledge and independently troubleshoot moderately complex customer issues, provide technical guidance, support product releases and updates, and partner with internal teams to improve product reliability and the overall customer experience.

The individual will be responsible for supporting the PathNet solution, managing customer service requests through resolution, documenting troubleshooting steps and solutions, and serving as a knowledgeable resource for customers and internal stakeholders.

Key Responsibilities

Customer Support and Advocacy

• Serve as a point of contact for customers using Oracle Health PathNet, responding to inquiries through phone, electronic, and, when needed, in-person channels.
• Troubleshoot and resolve moderately complex technical and functional issues related to PathNet.
• Build strong customer relationships by providing timely communication, guidance, and follow-up throughout the resolution process.
• Prepare and deliver training related to new releases, functionality updates, and product usage.

Technical Problem Solving and Resolution

• Research, reproduce, troubleshoot, and test technical issues within the PathNet environment.
• Apply advanced problem-solving skills to determine root causes and identify appropriate solutions or next steps.
• Escalate complex issues to engineering, development, or other technical teams as appropriate.
• Partner with internal teams to identify and communicate product design, reliability, maintenance, or defect-related concerns.
• Follow customer issues through resolution and ensure appropriate communication and documentation.

Technical Documentation and Knowledge Sharing

• Maintain accurate service request and product documentation throughout the support lifecycle.
• Create and update Knowledge Base articles, troubleshooting guides, and other reusable support documentation.
• Capture solutions to non-routine PathNet issues to improve future support efficiency and customer self-service.

Product Expertise and Collaboration

• Maintain deep knowledge of the Oracle Health PathNet solution and the customer environments in which it operates.
• Serve as a technical resource for internal teams and stakeholders on complex PathNet customer situations.
• Participate in cross-functional training, workshops, release preparation, and product improvement initiatives.
• Provide guidance to other support team members on PathNet troubleshooting and case management.

Support and Process Improvement

• Use available automation and AI-assisted tools to identify common issues, trends, and potential root causes.
• Identify recurring customer issues and recommend opportunities to reduce repeat incidents.
• Recommend improvements to support processes, workflows, guidelines, and best practices based on operational insights and customer feedback.
• Contribute to initiatives focused on improving the product, support experience, and overall customer experience.

Additional Responsibilities, as Needed

Vertical / Product Leadership

• Act as a point of contact for designated PathNet products, modules, or features.
• Review complex cases and provide troubleshooting guidance and recommended next actions.
• Support internal product and technical training sessions.
• Help ensure training and support content remains current for product releases.
• Coordinate case transfers and feature-related discussions across teams or product areas.

Translation Support

• Provide verbal translation support for technical and non-technical product inquiries when required.
• Accurately communicate specialized or technical terminology during customer interactions and escalations.

Core Competencies

Planning and Execution

• Independently manage assigned work, priorities, timelines, and deliverables.
• Adjust priorities as customer needs, business requirements, or timelines change.

Collaboration and Partnership

• Work effectively across support, product, engineering, and other stakeholder teams.
• Develop a strong understanding of customer and business needs and build effective working relationships.

Problem Solving

• Independently troubleshoot standard and non-standard technical issues.
• Analyze information from multiple sources to identify causes, solutions, and appropriate escalation paths.
• Contribute to knowledge sharing and support best practices.

Continuous Learning

• Maintain current PathNet product knowledge and continue developing technical and troubleshooting expertise.
• Seek feedback, training, and new tools that improve individual and team effectiveness.

Continuous Improvement

• Identify opportunities to improve support processes, customer outcomes, and team efficiency.
• Recommend practical updates to workflows, processes, and troubleshooting methods.

Preferred Success Profile

The strongest candidate will have:

• Hands-on experience supporting or working with Oracle Health PathNet.
• Demonstrated ability to troubleshoot moderately complex PathNet technical or functional issues.
• Experience working directly with healthcare customers, clinicians, laboratory teams, or technical stakeholders.
• Strong customer communication, case management, and documentation skills.
• Experience creating troubleshooting documentation, Knowledge Base content, or training materials.
• Ability to work independently while collaborating effectively with engineering, product, and support teams.

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: $51,900 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.

Career Level - IC3