Product Support Analyst

Overview

Resolve customer and production issues for athenahealth's interoperability network, combining technical support skills with clear communication, and support interface and workflow stability in Chennai, India.

What you'll do

• Investigate reported issues across interfaces and production workflows.
• Troubleshoot interface and data flow problems using logs, diagnostic outputs, and established support procedures.
• Communicate status updates, findings, and next steps clearly to internal stakeholders and vendors when applicable.
• Analyze production data to identify symptoms, patterns, and likely root causes.
• Document investigation steps, results, and resolutions in required support records and knowledge bases.
• Coordinate with interface vendors to gather information, validate fixes, and confirm successful outcomes.
• Monitor issue queues and work assignments to ensure timely handling and appropriate escalation.
• Apply AI-enabled support tools to summarize incident details and extract troubleshooting signals from logs, with human verification against technical evidence and SOPs.
• Assist with root-cause follow-ups and prevention plans for recurring interface issues.
• Support testing activities for interface changes, including validating outcomes and documenting results.
• Contribute to creation or updates of interface troubleshooting guides and escalation procedures.
• Participate in production readiness activities such as knowledge checks, handoff preparation, and standard work updates.
• Review incident trends to recommend improvements to monitoring, documentation, or support workflows.
• Help ensure consistent data handling and adherence to operational support standards.
• Support cross-team investigations involving multiple systems or dependencies.

What you'll need

• Graduate in Engineering, Science, Computer Science, or Commerce.
• 1-3 years' work experience within Health Care, Product Support, Tech Support, or 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.
• 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.

Nice to have

• Familiarity working with HL7 or similar interoperability standards.
• Familiarity working with any CRM tools.

Details

• Location: Chennai, India.
• Reports to the Integration Product / Connectivity Support Manager.
• Works closely with the Integration Product / Connectivity Support Manager in Chennai.
• Collaborates with internal teams across different geographies as required.