Job Listing ID:

4562507

Job Title:

Senior Support Engineer - Pathnet

Application Deadline:

Open Until Filled

Job Location:

Salem

Date Posted:

09/03/2026

Hours Worked Per Week:

Not Provided

Shift:

Not Provided

Duration of Job:

Either Full or Part Time, more than 6 months

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Job Summary Job Description 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. Responsibilities 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 n... Computer User Support Specialists

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Compensation

Not Provided

Job Requirements

Experience Required:

See Job Summary

Education Required:

None

Minimum Age:

N/A