Athenahealth Looking for Senior Analyst – API Technical Support at Chennai, Tamil Nadu Full Time

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary: As a member of the API Technical Support, you will be responsible for delivering an exceptional support experience for our enterprise clients and their integrations with athenahealth’s products. You are expected to demonstrate deep knowledge in API design and product workflows to be successful in distinguishing between intended functionality and true bugs. You will be responsible to provide solutions for our client’s most complex issues or deliver critical feedback to modify integrations if necessary. Team members will consistently provide excellent service to clients through a balance of collaborative investigation, tenacious problem-solving, and accurate and quick stakeholder communication.

You will serve as the tier II support to clients for all API related issues from initial identification until full resolution. Team members will own issues and requests via Salesforce and will utilize deep subject matter expertise and documentation to provide accurate and concise resolutions.

You are responsible to work with the USA team and adopt to some of the best practices, troubleshoot issues regarding API calls for paid and enterprise customers and provide appropriate solutions and workflows based on customer requirements.

Troubleshoot & resolve client and vendor issues via Salesforce through information gathering, documentation research and cross-functional collaboration

Build relationship and communicate with our clients and vendors through calls, emails, Microsoft Teams and Salesforce to understand the full scope of reported issues, provide accurate resolutions and provide extensive testing of workflows

Work with internal teams including our USA teams, other complex issue resolution case teams, the call center (CSC), the Salesforce Case Process team, and Development teams.

Utilize technical tools such as looker, weblog, and SQL queries to quickly find resolutions to urgent issues and autonomously execute necessary updates, decisions and or changes for our clients

Respond to and manage escalated issues, delivering port-mortem root cause analyses to stakeholders through strong communication and teamwork

Integrate widespread client reported issues into one task for efficient review by development and coordinate with the various team to gauge client impact and maintain status updates

Use SQL to gauge impact of widespread client issues and routinely query athenaNet tables to assist in investigation and issue resolution

On call support for major issues outside office hours as and when need arise

Essential Functions (Duties and Responsibilities): 80% Issue Resolution

[Process Improvements] 20%

Proactively seek to automate and improve existing internal operational processesUpdate internal documentation with knowledge through troubleshooting and/or interactions with development teams and vendorsEngage with key internal teams, specifically Product and R&D, to identify, develop, and support new features and functionality that best meet the needs of our clients and the broader networkEstablish routine liaison relationships with Development teams to provide feedback and to prioritize resources based on client impact, urgency, and scopeLearn new technical tools and capabilities to enhance your skill sets

Education & Experience Required

Bachelor’s degree (preferred: Engineering, or Health Administration)3+ years of professional experience or related experienceDemonstrated ability to assume independent responsibility for various projectsComfort and curiosity around resolving technical issues for international clientsAbility to scope and troubleshoot ambiguous problems presented by technical and business stakeholdersExperience interacting with client escalations

Knowledge & Skills:
Knowledge in API integrations between enterprise software systems is mandatory Knowledge of multiple tools including JIRA, Salesforce, Kibana, Apigee, and GrafanaExperience with any API Gateway software would be a plus Should possess excellent communication skills and experience in handling international clientsShould be flexible and is able to work in a fast-paced environment Should be able to think out of the box with an approach to problem solving skills

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?

From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.

We don’t take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we 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.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And 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.

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.