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 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 the E 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

• 1–3 years of experience in technical support, production support, integrations, or a related technology operations role.
• Strong technical support background with experience troubleshooting production or interface issues.
• Good communication skills for coordinating incident details, updates, and resolutions.
• SQL experience for querying and analyzing production or troubleshooting-related datasets.
• Familiarity with interoperability concepts (e.g., interfaces, EDI/healthcare data exchange workflows) is helpful.
• Ability to work with logs, troubleshoot systematically, and document findings accurately.
• Comfort working in a hybrid environment based in Chennai, India.
• Willingness to follow established support procedures and escalation paths.

Travel: NA % travel annually.