Job Description

The Support Engineer 1 role will support the delivery and ongoing operations of Oracle Health Solution offering in the Middle East region and rest of the International client support.

Arabic & English language proficiency is essential to effectively support customer delivery and engagement across the region.

The successful candidate will work in a collaborative team environment, providing functional and technical expertise to customers while troubleshooting issues, maintaining applications, and delivering a high-quality support experience.

Key Responsibilities

• Provide functional and technical support for Oracle Health solutions, including the Clinical AI Agent offering.
• Investigate, troubleshoot, and resolve incidents across front-end and back-end applications.
• Perform application maintenance and support activities to ensure reliable service delivery.
• Serve as a point of contact for customers, responding to technical and functional inquiries through phone, electronic, and in-person channels.
• Build effective relationships with customers and collaborate closely with internal stakeholders.
• Clearly communicate investigation progress, findings, resolutions, and next steps.
• Document troubleshooting activities, investigation notes, resolutions, and lessons learned throughout the lifecycle of service requests.
• Prioritize work according to issue severity, urgency, and customer impact.
• Participate in an on-call rotation as required.
• Travel up to 20%, based on business and customer needs.

Arabic Language Support:

• Provide Arabic and English language support for technical and non-technical customer interactions.
• Assist with verbal and written translation when required to support customer delivery.
• Help ensure clear and effective communication with Arabic-speaking customers and stakeholders.

Core Competencies

Planning & Execution

Complete assigned tasks within agreed timelines and in accordance with project and customer requirements. Prioritize activities effectively and adapt to changing business needs.

Collaboration & Partnership

Work effectively with team members, customers, and stakeholders to achieve shared objectives and deliver a positive customer experience.

Problem Solving

Apply established troubleshooting methodologies to investigate common technical issues, analyze relevant information, and escalate complex problems when appropriate.

Continuous Learning

Develop knowledge of Oracle Health products, emerging technologies, AI-enabled solutions, and relevant industry practices. Actively incorporate feedback and participate in training and development opportunities.

Continuous Improvement

Identify opportunities to enhance processes, workflows, documentation, and support practices to improve operational efficiency and customer outcomes.

Career Level - IC1

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