Senior Support Engineer - Pathnet

** Job Description*
* This role serves as a primary technical support resource for customers using  
** Oracle Health Path Net** . The successful candidate will bring hands-on  
** Path Net 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  
** Path Net 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 Path Net, responding to inquiries through phone, electronic, and, when needed, in-person channels.

+ Troubleshoot and resolve moderately complex technical and functional issues related to Path Net.

+ 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 Path Net 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 Path Net issues to improve future support efficiency and customer self-service.

** Product Expertise and Collaboration*
* + Maintain deep knowledge of the Oracle Health Path Net solution and the customer environments in which it operates.

+ Serve as a technical resource for internal teams and stakeholders on complex Path Net customer situations.

+ Participate in cross-functional training, workshops, release preparation, and product improvement initiatives.

+ Provide guidance to other support team members on Path Net 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 Path Net 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…