Product Support Analyst
Core
Resolve customer and production issues for athenahealth's interoperability network by troubleshooting interface and workflow stability, analyzing production data, and coordinating with vendors.
Role type
Product Support Analyst (Healthcare Interoperability)
Builds
Reliable data transmission of healthcare documents (lab results, imaging, demographics, etc.) between athenahealth, clients, and trading partners.
Domain
Healthcare IT / Health Information Exchange (HIE)
Required skills
SQL, technical troubleshooting, log analysis, vendor coordination, incident management, root cause analysis, documentation, AI tool usage
Preferred skills
HL7 standards, CRM tools
Technologies
SQL, AI-enabled support tools, CRM tools, interoperability standards (HL7)
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 manage escalations.
Seniority
Junior to Mid-level, hands-on IC