Product Support Analyst
Core
Resolve customer and production issues for athenahealth's interoperability network by investigating interface and workflow stability, troubleshooting data flow problems, and validating production data.
Role type
Product Support Analyst (Technical Support)
Builds
Healthcare interoperability network enabling transmission of lab results, imaging, demographics, charges, appointments, and prescriptions
Domain
Healthcare IT / Interoperability / Data Integration
Required skills
Technical support, Troubleshooting, SQL, Log analysis, Incident management, Vendor coordination, Data validation, Documentation, Root cause analysis, AI tool usage
Preferred skills
Interoperability concepts (EDI/healthcare data exchange), Testing activities, Process improvement
Technologies
SQL, Logs, AI-enabled support tools, Interoperability interfaces
Responsibilities
Investigate reported issues across interfaces and production workflows, Troubleshoot interface and data flow problems using logs and diagnostic outputs, Analyze production data to identify symptoms and root causes, Coordinate with interface vendors to validate fixes, Document investigation steps and resolutions, Monitor issue queues and work assignments
Seniority
Junior to Mid-level, hands-on IC