SeniorFull TimeEN
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, India and follows a hybrid work model. 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
Additional Job Responsibilities
Expected Education & Experience
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
