Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Role summary:Resolve customer and production issues for athenahealth's interoperability network by combining technical support skills with clear communication as aProduct Support AnalystinChennai,India.Youwill support interface and workflow stability, troubleshoot problems, and use yourSQLcapability to help investigate and validate production data. You willreport to theIntegration Product / Connectivity Support Manager
Team summary:
The Product Support Analyst supports workflows and projects that improve the efficiency and growth of athenahealth's interoperability network, often referred to as the backbone. This network enables the transmission of healthcare documents-including lab results, imaging results, patient demographics, charges, appointments, and prescriptions-between athenahealth, clients, and trading partners.
In this role, you willmaintainrelationships with interface vendors,participatein production support activities as assigned, and collaborate with internal teams across different geographies asrequired. You will work closely with Integration Product / Connectivity Support ManagerinChennai to help ensure reliable interoperability outcomes.
Essential Job Responsibilities
- Providetechnical support by investigating reported issues across interfaces and production workflows.
- Troubleshootinterface and data flow problems using logs, diagnostic outputs, and established support procedures.
- Communicatestatus updates, findings, and next steps clearly to internal stakeholders and vendors when applicable.
- Analyzeproduction data toidentifysymptoms, patterns, andlikely rootcauses.
- Documentinvestigation steps, results, and resolutions in requiredsupportrecords and knowledge bases.
- Coordinatewith interface vendors to gather information, validate fixes, and confirm successful outcomes.
- Monitorissue queues and work assignments to ensuretimelyhandling andappropriate escalation.
- Apply AI-enabled support tools to improve productivityby using AI-assisted summarization of incident details, faster extraction of key troubleshooting signals from logs, and learning updated AI workflows as they become available-whilemaintainingaccuratehuman verification against technical evidence and SOPs.
Additional Job Responsibilities
- Assistwith root-cause follow-ups and prevention plans for recurring interface issues.
- Supporttesting activities for interface changes, including validating outcomes and documenting results.
- Contributeto creation or updates of interface troubleshooting guides and escalation procedures.
- Participatein production readiness activities (e.g., knowledge checks, handoff preparation, standard work updates).
- Reviewincident trends to recommend improvements tomonitoring, documentation, or support workflows.
- Helpensure consistent data handling and adherence to operational support standards.
- Supportcross-team investigations involving multiple systems or dependencies.
Expected Education & Experience
- Graduate in Engineering, Science, Computer Science, or Commerce.
- 1-3 years work experience within Health Care, Product Support, Tech Support, Customer Service.
- Proven ability to meet deadlines in a fast-paced environment.
- Flexibility to adapt to change in a rapidly expanding and fast-paced company.
- Familiarity working with HL7 (Good to have) or similar interoperability standards.
- Familiarity working with any CRM tools.
- Fluency in both spoken and written English
- Good communication skills and an ability to effectively engage with members of cross geographical teams in India and the US.
- Excellent customer service skills and professionalism to effectively manage communication with external parties including vendors and payors.
