Product Support Analyst

About the job

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.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented    employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you: Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative    workspaces   — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment,   full-time. With consistent communication and digital collaboration tools, athenahealth   enables   employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: athenahealth.com/careers   https://www.athenahealth.com/careers/equal-opportunity