Product Support Analyst

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 a Product Support Analyst in Chennai, India .You will support interface and workflow stability, troubleshoot problems, and use your SQL capability to help investigate and validate production data. You will report to the Integration 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 will maintain relationships with interface vendors, participate in production support activities as assigned, and collaborate with internal teams across different geographies as required. You will work closely with Integration Product / Connectivity Support Manager in Chennai to help ensure reliable interoperability outcomes.

Essential Job Responsibilities

• Provide technical support by investigating 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 improve productivity by using AI-assisted summarization of incident details, faster extraction of key troubleshooting signals from logs, and learning updated AI workflows as they become available—while maintaining accurate human verification against technical evidence and SOPs.

Additional Job Responsibilities

• 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 (e.g., knowledge checks, handoff preparation, 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.

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.