Customer Support Engineering Senior Analyst

Customer Support Engineering Senior Analyst

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

Role summary The Customer Support Engineering Senior Analyst supports resolution of portal-related cases with a focus on operational accuracy, timely follow-up, and issue management across US healthcare workflows. This role is based in Chennai. The position requires 3 to 6 years of experience and supports customer outcomes through strong case handling, collaboration, and problem-solving in a fast-paced support environment. This role will report to the Customer Support Engineering Senior Manager.

Team summary The L2 Customer Support team is responsible for handling complex and escalated cases that require in-depth analysis and cross-functional collaboration. The team focuses on root cause identification, issue resolution, and ensuring high-quality outcomes for clients. L2 also supports Tier 1 and internal teams through swarming, guidance, and knowledge sharing. In addition, the team plays a key role in improving processes, reducing rework, and enhancing overall customer experience.

Essential Job Responsibilities

• Investigate and resolve portal cases by reviewing issue details, identifying likely causes, and determining appropriate next steps within established support processes.
• Analyze case trends, recurring issues, and workflow gaps to support efficient resolution and escalation of L2 portal cases. Coordinate with internal partners such as Customer Support, Engineering, and Operations to progress case resolution and manage dependencies. Document case findings, actions taken, and customer-impacting outcomes in a clear and consistent manner.
• Prioritize incoming work based on urgency, business impact, and service-level expectations. Communicate status updates and resolution details to stakeholders using professional, concise, and customer-focused language.
• Apply knowledge of RCM and US healthcare workflows to interpret issues and support accurate case handling. Support continuous improvement by identifying patterns, contributing to process refinements, and recommending operational improvements.
• Use AI-enabled tools and approved automation features to organize case information, draft first-pass notes, and speed up routine analysis while verifying outputs for accuracy before use.

Additional Job Responsibilities

• Assist with ad hoc support activities related to portal operations and case management.
• Participate in team meetings, huddles, and operational reviews as needed.
• Contribute to knowledge sharing by documenting learnings and resolution patterns.
• Support testing or validation of workflow changes when required.
• Escalate complex issues according to defined support pathways.
• Help maintain a consistent and accurate case queue through follow-up and closure hygiene.
• Perform other related tasks aligned to the role's scope and level.

Expected Education & Experience

• Bachelor's degree or equivalent practical experience.
• 3 to 6 years of experience in a support, operations, or case management role.
• Experience working in RCM and US healthcare environments.
• Experience managing customer or portal cases in a structured support setting.
• Understanding of issue triage, escalation, and resolution workflows. Strong written and verbal communication skills.
• Demonstrated ability to manage priorities and maintain quality in recurring work.
• Familiarity with using business systems, case tools, and productivity tools to support daily work.

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.